{
  "ucid": "21112178885969441",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 14:58:14",
  "end_time": "2026-09-08 14:59:50",
  "duration_sec": 96,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA95962abb30f1a9d9bbafe75d31bec29d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 614,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178885969441__DIA95962abb30f1a9d9bbafe75d31bec29d.mp3",
  "audio_bytes": 247536,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 82.512,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello ji.   (हलो जी।)\n[7s] AGENT: Hello.\n[7s] AGENT: Hello, Mr. Kamlesh Pandey from Urja Impact?\n[10s] CUSTOMER: Hello.\n[11s] CUSTOMER: Who's calling sir?\n[12s] AGENT: Kamlesh ji, Sudeep here from JSW One, Narsee.   (कमलेश जी, सुदीप हियर फ्रॉम जेएसडब्ल्यू वन, नारसी।)\n[16s] CUSTOMER: Okay.\n[16s] AGENT: Yes sir, your company was registered on our portal for this Mumbai location. You need steel   (हां सर, आपका यह कंपनी रजिस्टर था पोर्टल पर हमारे फॉर दिस मुंबई लोकेशन। आपको स्टील)\n[20s] CUSTOMER: Sir, I have left that job there.   (वो तो सर हमने छोड़ दिया काम वहां पे।)\n[22s] AGENT: Oh, so you don't work here now?   (अच्छा, अभी आप यहां पे काम नहीं करते?)\n[24s] CUSTOMER: No sir.   (नहीं सर।)\n[25s] AGENT: Okay. In the new company where you work, do you require steel?   (ओके। जो नए कंपनी में करते हो वहां पे स्टील लगता है आपको?)\n[28s] CUSTOMER: No, steel is not required, sir.   (नहीं, स्टील नहीं लगता सर।)\n[29s] AGENT: Okay. So in this company   (ओके। तो यह कंपनी में)\n[30s] CUSTOMER: Here it's a grease, a grease company, grease.   (यहां पे ग्रीस की, ग्रीस की कंपनी है, ग्रीस।)\n[32s] AGENT: Oh, it's a grease company. So Pandey ji, I just needed some support. Can you give me the number of someone here who looks after procurement for Urja Impacts? Steel procurement?   (अच्छा, ग्रीस की कंपनी है। तो पांडे जी, बस एक सपोर्ट चाहिए था। यहां पे किसी का नंबर दे सकते हो आप जो प्रोक्योरमेंट देखता है ऊर्जा इंपैक्ट्स का? स्टील प्रोक्योरमेंट?)\n[38s] CUSTOMER: Ganesh Pawar.   (गणेश पवार।)\n[39s] AGENT: Ganesh Pawar. Do you have his number or will you WhatsApp it?   (गणेश पवार। उनका नंबर है आपके पास कि WhatsApp करोगे?)\n[41s] CUSTOMER: I'll give it now. Take it.   (अभी देता हूं। ले लीजिए।)\n[42s] AGENT: Tell me.   (बताइए।)\n[43s] CUSTOMER: Write it down.   (लिख लीजिए।)\n[43s] AGENT: Speak.   (बोलिए।)\n[44s] CUSTOMER: 81085\n[46s] AGENT: 810\n[46s] CUSTOMER: 8\n[47s] AGENT: 8\n[47s] CUSTOMER: 55\n[48s] AGENT: 55\n[48s] CUSTOMER: 44\n[49s] AGENT: 44\n[50s] CUSTOMER: 88\n[50s] AGENT: 88. 8108554488. Is that correct, sir?   (88. 8108554488. ठीक है सर?)\n[53s] CUSTOMER: Right.\n[54s] AGENT: Okay. Thank you so much Kamlesh ji. Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 34,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "34 turns, clean transcript (0% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": "Excellent work recovering from a wrong-contact situation by securing a referral. However, remember to follow the script structure by always asking for permission to speak at the start of 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 reached a contact who had already left the target company. The agent confirmed the contact's new company does not use steel, then successfully pivoted to ask for and receive the name and number of the correct procurement contact at the original company.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission or if it was a good time to talk.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was immediately derailed by the customer stating they left the job, so no hook was delivered.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Discovery was not possible as the agent was speaking to the wrong contact who no longer worked at the target company.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Qualification of the lead was not possible as the agent was speaking to the wrong contact.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent successfully got a referral, they did not close with a committed next step like a quote or callback as defined by the rubric.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Excellent work recovering from a wrong-contact situation by securing a referral. However, remember to follow the script structure by always asking for permission to speak at the start of 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\": [], \"call_summary\": \"The agent reached a contact who had already left the target company. The agent confirmed the contact's new company does not use steel, then successfully pivoted to ask for and receive the name and number of the correct procurement contact at the original company.\"}",
  "error": null,
  "latency_ms": 37520,
  "input_tokens": 3352,
  "output_tokens": 671,
  "created_at": "2026-09-25 11:20:25",
  "sentiment": "neutral",
  "sentiment_score": -0.077,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.687,
  "agent_talk_sec": 27.4,
  "customer_talk_sec": 12.5,
  "dead_air_sec": 56.1,
  "longest_monologue_sec": 5.3,
  "agent_wpm": 265.0,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 17,
  "discovery_qs": 7,
  "words_agent": 121,
  "words_customer": 47,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178885969441",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.18,
      "end_s": 5.7,
      "text_en": "Hello ji.",
      "text_native": "हलो जी।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.6,
      "end_s": 6.91,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885969441",
      "idx": 2,
      "speaker": "agent",
      "start_s": 7.47,
      "end_s": 9.8,
      "text_en": "Hello, Mr. Kamlesh Pandey from Urja Impact?",
      "text_native": "Hello, Mr. Kamlesh Pandey from Urja Impact?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 3,
      "speaker": "customer",
      "start_s": 10.4,
      "end_s": 10.7,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178885969441",
      "idx": 4,
      "speaker": "customer",
      "start_s": 11.29,
      "end_s": 12.0,
      "text_en": "Who's calling sir?",
      "text_native": "Who's calling sir?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 14.8,
      "text_en": "Kamlesh ji, Sudeep here from JSW One, Narsee.",
      "text_native": "कमलेश जी, सुदीप हियर फ्रॉम जेएसडब्ल्यू वन, नारसी।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.5,
      "end_s": 16.0,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178885969441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 20.0,
      "text_en": "Yes sir, your company was registered on our portal for this Mumbai location. You need steel",
      "text_native": "हां सर, आपका यह कंपनी रजिस्टर था पोर्टल पर हमारे फॉर दिस मुंबई लोकेशन। आपको स्टील"
    },
    {
      "ucid": "21112178885969441",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 21.8,
      "text_en": "Sir, I have left that job there.",
      "text_native": "वो तो सर हमने छोड़ दिया काम वहां पे।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 23.7,
      "text_en": "Oh, so you don't work here now?",
      "text_native": "अच्छा, अभी आप यहां पे काम नहीं करते?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 10,
      "speaker": "customer",
      "start_s": 24.0,
      "end_s": 24.5,
      "text_en": "No sir.",
      "text_native": "नहीं सर।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.9,
      "end_s": 27.5,
      "text_en": "Okay. In the new company where you work, do you require steel?",
      "text_native": "ओके। जो नए कंपनी में करते हो वहां पे स्टील लगता है आपको?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 28.9,
      "text_en": "No, steel is not required, sir.",
      "text_native": "नहीं, स्टील नहीं लगता सर।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 13,
      "speaker": "agent",
      "start_s": 29.3,
      "end_s": 30.0,
      "text_en": "Okay. So in this company",
      "text_native": "ओके। तो यह कंपनी में"
    },
    {
      "ucid": "21112178885969441",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.0,
      "end_s": 31.9,
      "text_en": "Here it's a grease, a grease company, grease.",
      "text_native": "यहां पे ग्रीस की, ग्रीस की कंपनी है, ग्रीस।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 15,
      "speaker": "agent",
      "start_s": 32.2,
      "end_s": 37.5,
      "text_en": "Oh, it's a grease company. So Pandey ji, I just needed some support. Can you give me the number of someone here who looks after procurement for Urja Impacts? Steel procurement?",
      "text_native": "अच्छा, ग्रीस की कंपनी है। तो पांडे जी, बस एक सपोर्ट चाहिए था। यहां पे किसी का नंबर दे सकते हो आप जो प्रोक्योरमेंट देखता है ऊर्जा इंपैक्ट्स का? स्टील प्रोक्योरमेंट?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 16,
      "speaker": "customer",
      "start_s": 37.5,
      "end_s": 38.5,
      "text_en": "Ganesh Pawar.",
      "text_native": "गणेश पवार।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 17,
      "speaker": "agent",
      "start_s": 38.8,
      "end_s": 40.7,
      "text_en": "Ganesh Pawar. Do you have his number or will you WhatsApp it?",
      "text_native": "गणेश पवार। उनका नंबर है आपके पास कि WhatsApp करोगे?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 18,
      "speaker": "customer",
      "start_s": 41.0,
      "end_s": 42.1,
      "text_en": "I'll give it now. Take it.",
      "text_native": "अभी देता हूं। ले लीजिए।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 19,
      "speaker": "agent",
      "start_s": 42.4,
      "end_s": 42.8,
      "text_en": "Tell me.",
      "text_native": "बताइए।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 20,
      "speaker": "customer",
      "start_s": 42.8,
      "end_s": 43.2,
      "text_en": "Write it down.",
      "text_native": "लिख लीजिए।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 21,
      "speaker": "agent",
      "start_s": 43.4,
      "end_s": 43.8,
      "text_en": "Speak.",
      "text_native": "बोलिए।"
    },
    {
      "ucid": "21112178885969441",
      "idx": 22,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.3,
      "text_en": "81085",
      "text_native": "81085"
    },
    {
      "ucid": "21112178885969441",
      "idx": 23,
      "speaker": "agent",
      "start_s": 45.6,
      "end_s": 46.2,
      "text_en": "810",
      "text_native": "810"
    },
    {
      "ucid": "21112178885969441",
      "idx": 24,
      "speaker": "customer",
      "start_s": 46.4,
      "end_s": 46.7,
      "text_en": "8",
      "text_native": "8"
    },
    {
      "ucid": "21112178885969441",
      "idx": 25,
      "speaker": "agent",
      "start_s": 46.9,
      "end_s": 47.1,
      "text_en": "8",
      "text_native": "8"
    },
    {
      "ucid": "21112178885969441",
      "idx": 26,
      "speaker": "customer",
      "start_s": 47.4,
      "end_s": 47.8,
      "text_en": "55",
      "text_native": "55"
    },
    {
      "ucid": "21112178885969441",
      "idx": 27,
      "speaker": "agent",
      "start_s": 47.9,
      "end_s": 48.3,
      "text_en": "55",
      "text_native": "55"
    },
    {
      "ucid": "21112178885969441",
      "idx": 28,
      "speaker": "customer",
      "start_s": 48.5,
      "end_s": 48.9,
      "text_en": "44",
      "text_native": "44"
    },
    {
      "ucid": "21112178885969441",
      "idx": 29,
      "speaker": "agent",
      "start_s": 49.0,
      "end_s": 49.4,
      "text_en": "44",
      "text_native": "44"
    },
    {
      "ucid": "21112178885969441",
      "idx": 30,
      "speaker": "customer",
      "start_s": 49.6,
      "end_s": 50.0,
      "text_en": "88",
      "text_native": "88"
    },
    {
      "ucid": "21112178885969441",
      "idx": 31,
      "speaker": "agent",
      "start_s": 50.5,
      "end_s": 52.8,
      "text_en": "88. 8108554488. Is that correct, sir?",
      "text_native": "88. 8108554488. ठीक है सर?"
    },
    {
      "ucid": "21112178885969441",
      "idx": 32,
      "speaker": "customer",
      "start_s": 52.8,
      "end_s": 53.2,
      "text_en": "Right.",
      "text_native": "Right."
    },
    {
      "ucid": "21112178885969441",
      "idx": 33,
      "speaker": "agent",
      "start_s": 53.6,
      "end_s": 55.5,
      "text_en": "Okay. Thank you so much Kamlesh ji. Thank you.",
      "text_native": "Okay. Thank you so much Kamlesh ji. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178885969441",
      "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 or if it was a good time to talk."
    },
    {
      "ucid": "21112178885969441",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was immediately derailed by the customer stating they left the job, so no hook was delivered."
    },
    {
      "ucid": "21112178885969441",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Discovery was not possible as the agent was speaking to the wrong contact who no longer worked at the target company."
    },
    {
      "ucid": "21112178885969441",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178885969441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Qualification of the lead was not possible as the agent was speaking to the wrong contact."
    },
    {
      "ucid": "21112178885969441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the agent successfully got a referral, they did not close with a committed next step like a quote or callback as defined by the rubric."
    }
  ],
  "objections": [],
  "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": []
}