{
  "ucid": "21112178886041991",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 15:10:19",
  "end_time": "2026-09-08 15:11:22",
  "duration_sec": 63,
  "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/DIAd40ba5a3f335ce7a4e3bad7d15b295f3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 610,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886041991__DIAd40ba5a3f335ce7a4e3bad7d15b295f3.mp3",
  "audio_bytes": 155952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 51.984,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[1s] CUSTOMER: I'm Mr. Ashraf from Star Profile and Steel.\n[4s] AGENT: Yes?   (हाँ जी?)\n[5s] AGENT: Ashraf ji, this is Sudeep speaking from JSW One MSME, Jindal Steel.   (अशरफ जी, सुदीप बोल रहा हूँ JSW One MSME से, जिंदल स्टील।)\n[8s] CUSTOMER: Yes.   (हाँ।)\n[9s] AGENT: Yes sir, your company was registered on our portal, this was a follow-up call regarding your steel procurement.   (हाँ जी, आपका company registered हुआ था सर portal पर हमारे, आपके steel procurement को लेके follow-up call था।)\n[13s] AGENT: I wanted to understand, do you have any immediate requirement in steel sir, that you need to buy?   (मेरेको समझना था अभी steel में कुछ requirement है क्या सर immediate जो आपको लेना हो?)\n[17s] CUSTOMER: Not right now, sir, nothing.   (अभी तो नहीं सर कुछ भी।)\n[19s] AGENT: Okay, what's the issue, it's been a long time since your account was created but not a single order has come, Ashraf ji.   (अच्छा, issue क्या है आपका account बनके काफी टाइम हो गया but order नहीं आई है अशरफ जी एक बार भी।)\n[23s] CUSTOMER: Okay.   (अच्छा।)\n[23s] CUSTOMER: The order is fine sir, I'll send you a list.   (Order ठीक है सर, मैं आपको एक list डालता हूँ।)\n[25s] AGENT: You, I'll WhatsApp you.   (आप मैं WhatsApp करता हूँ आपको।)\n[26s] AGENT: I'll WhatsApp you. Tell me what your immediate requirement is, what you need to buy today or tomorrow, okay sir?   (मैं WhatsApp करता हूँ आपको। मेरेको आपका जो immediate requirement रहेगा, जो लेना है आज कल में, वो बताना सर, ठीक है?)\n[31s] AGENT: Payment terms will be 100% advance against PI.\n[33s] CUSTOMER: Yes, yes, no issue.   (Yes, yes, कोई इशू नहीं।)\n[34s] AGENT: Okay? Ashraf ji, thank you so much.   (ठीक है? अशरफ जी, thank you so much.)\n[35s] CUSTOMER: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: The audio quality is clear with minimal background noise.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "You skipped the critical hook and discovery steps. Before asking for an order, you must first give the customer a reason to listen and understand their needs.",
  "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 contacted a customer who had previously registered on the portal. The agent skipped discovery and immediately asked for a requirement. The customer initially said they had none, but then offered to send a list of requirements. The agent agreed to connect via WhatsApp to receive the list and proactively stated the payment terms would be 100% advance.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent introduced himself and JSW One but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, monthly tonnage, or current suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, as no discovery was conducted to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any immediate requirement in steel sir, that you need to buy?\", \"comment\": \"Agent successfully asked if the customer had a current requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll WhatsApp you. Tell me what your immediate requirement is... / [CUSTOMER]: I'll send you a list.\", \"comment\": \"A next step was established, with the agent committing to WhatsApp and the customer committing to send a list.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the critical hook and discovery steps. Before asking for an order, you must first give the customer a reason to listen and understand their needs.\", \"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\": \"handled\", \"evidence\": \"Order ठीक है सर, मैं आपको एक list डालता हूँ।\", \"response\": \"मैं WhatsApp करता हूँ आपको। मेरेको आपका जो immediate requirement रहेगा, जो लेना है आज कल में, वो बताना सर, ठीक है?\"}], \"call_summary\": \"The agent contacted a customer who had previously registered on the portal. The agent skipped discovery and immediately asked for a requirement. The customer initially said they had none, but then offered to send a list of requirements. The agent agreed to connect via WhatsApp to receive the list and proactively stated the payment terms would be 100% advance.\"}",
  "error": null,
  "latency_ms": 34714,
  "input_tokens": 3094,
  "output_tokens": 802,
  "created_at": "2026-09-25 11:20:08",
  "sentiment": "positive",
  "sentiment_score": 0.222,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 5,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.74,
  "agent_talk_sec": 24.5,
  "customer_talk_sec": 8.6,
  "dead_air_sec": 29.9,
  "longest_monologue_sec": 7.9,
  "agent_wpm": 276.7,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 113,
  "words_customer": 32,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178886041991",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.58,
      "end_s": 0.98,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178886041991",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.08,
      "end_s": 1.38,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178886041991",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 4.18,
      "text_en": "I'm Mr. Ashraf from Star Profile and Steel.",
      "text_native": "I'm Mr. Ashraf from Star Profile and Steel."
    },
    {
      "ucid": "21112178886041991",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.34,
      "end_s": 4.74,
      "text_en": "Yes?",
      "text_native": "हाँ जी?"
    },
    {
      "ucid": "21112178886041991",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.96,
      "end_s": 8.26,
      "text_en": "Ashraf ji, this is Sudeep speaking from JSW One MSME, Jindal Steel.",
      "text_native": "अशरफ जी, सुदीप बोल रहा हूँ JSW One MSME से, जिंदल स्टील।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.42,
      "end_s": 8.62,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.62,
      "end_s": 13.12,
      "text_en": "Yes sir, your company was registered on our portal, this was a follow-up call regarding your steel procurement.",
      "text_native": "हाँ जी, आपका company registered हुआ था सर portal पर हमारे, आपके steel procurement को लेके follow-up call था।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.22,
      "end_s": 16.62,
      "text_en": "I wanted to understand, do you have any immediate requirement in steel sir, that you need to buy?",
      "text_native": "मेरेको समझना था अभी steel में कुछ requirement है क्या सर immediate जो आपको लेना हो?"
    },
    {
      "ucid": "21112178886041991",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.88,
      "end_s": 18.48,
      "text_en": "Not right now, sir, nothing.",
      "text_native": "अभी तो नहीं सर कुछ भी।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.64,
      "end_s": 22.54,
      "text_en": "Okay, what's the issue, it's been a long time since your account was created but not a single order has come, Ashraf ji.",
      "text_native": "अच्छा, issue क्या है आपका account बनके काफी टाइम हो गया but order नहीं आई है अशरफ जी एक बार भी।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.68,
      "end_s": 23.18,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 11,
      "speaker": "customer",
      "start_s": 23.44,
      "end_s": 25.14,
      "text_en": "The order is fine sir, I'll send you a list.",
      "text_native": "Order ठीक है सर, मैं आपको एक list डालता हूँ।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 12,
      "speaker": "agent",
      "start_s": 25.28,
      "end_s": 26.18,
      "text_en": "You, I'll WhatsApp you.",
      "text_native": "आप मैं WhatsApp करता हूँ आपको।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.28,
      "end_s": 30.58,
      "text_en": "I'll WhatsApp you. Tell me what your immediate requirement is, what you need to buy today or tomorrow, okay sir?",
      "text_native": "मैं WhatsApp करता हूँ आपको। मेरेको आपका जो immediate requirement रहेगा, जो लेना है आज कल में, वो बताना सर, ठीक है?"
    },
    {
      "ucid": "21112178886041991",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.68,
      "end_s": 32.68,
      "text_en": "Payment terms will be 100% advance against PI.",
      "text_native": "Payment terms will be 100% advance against PI."
    },
    {
      "ucid": "21112178886041991",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.78,
      "end_s": 33.68,
      "text_en": "Yes, yes, no issue.",
      "text_native": "Yes, yes, कोई इशू नहीं।"
    },
    {
      "ucid": "21112178886041991",
      "idx": 16,
      "speaker": "agent",
      "start_s": 33.78,
      "end_s": 35.28,
      "text_en": "Okay? Ashraf ji, thank you so much.",
      "text_native": "ठीक है? अशरफ जी, thank you so much."
    },
    {
      "ucid": "21112178886041991",
      "idx": 17,
      "speaker": "customer",
      "start_s": 35.38,
      "end_s": 35.98,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886041991",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent introduced himself and JSW One but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178886041991",
      "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 lead with a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178886041991",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions about the customer's business, monthly tonnage, or current suppliers."
    },
    {
      "ucid": "21112178886041991",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No USPs were pitched, as no discovery was conducted to make them relevant."
    },
    {
      "ucid": "21112178886041991",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "do you have any immediate requirement in steel sir, that you need to buy?",
      "comment": "Agent successfully asked if the customer had a current requirement."
    },
    {
      "ucid": "21112178886041991",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll WhatsApp you. Tell me what your immediate requirement is... / [CUSTOMER]: I'll send you a list.",
      "comment": "A next step was established, with the agent committing to WhatsApp and the customer committing to send a list."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886041991",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "Order ठीक है सर, मैं आपको एक list डालता हूँ।",
      "response": "मैं WhatsApp करता हूँ आपको। मेरेको आपका जो immediate requirement रहेगा, जो लेना है आज कल में, वो बताना सर, ठीक है?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}