{
  "ucid": "21112178886164922",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 15:30:49",
  "end_time": "2026-09-08 15:32:12",
  "duration_sec": 83,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa58db73b709a8405403d090eb7901f1d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 600,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886164922__DIAa58db73b709a8405403d090eb7901f1d.mp3",
  "audio_bytes": 201312,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 67.104,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] AGENT: Hello, uh am I speaking with Parth ji? Parth Panchal?   (હેલો, અ પાર્થજી વાત કરે છે? પાર્થ પંચાલ?)\n[6s] CUSTOMER: Yes, speak.   (હા બોલો.)\n[6s] AGENT: Parth bhai, it's nothing like that, I am Ankit Mistry speaking, from JSW Steel, Mumbai, head office.   (પાર્થભાઈ, કઈ એવું કઈ નથી, હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel થી, મુંબઈ, head office.)\n[11s] CUSTOMER: Yes, speak.   (હા બોલો.)\n[12s] AGENT: Uh Parth bhai, we had spoken, if you remember, six months ago, where your business, Mahalaxmi Industries, you had registered on that account, with regards to HR requirement. So as the month has changed now and actually the pricing is increasing daily, so will there be any requirement from your end to further the business for HR?   (અ પાર્થભાઈ, આપણી વાત થઈ તી, if you remember, છ મહિના પહેલા, જ્યાં તમે તમારો જે business છે, મહાલક્ષ્મી ઇન્ડસ્ટ્રીઝ, એ account ઉપર તમે registration કરાવ્યું તું, with regards to HR ના requirement માટે. તો જેમ કે અત્યારે આપણો મહિનો change થયો છે અને actually pricing રોજ increase થઈ રહ્યું છે, તો કઈ તમારી end થી requirement હશે to further the business HR માટે?)\n[22s] CUSTOMER: Right now there is nothing, sir.   (હમણાં તો કઈ છે નહિ, સર.)\n[24s] AGENT: Okay, okay. Uh, it's just that I guess you would also know what sentiment is going on in the market right now, daily pricing is increasing for HR. So whatever, plus compared to the market, we have very good pricing. We are currently operating at lower pricing. So that's why I just called, that if there is anything, you know, you would also save money in this. Like that.   (અચ્છા, ઓકે. અ, just એવું છે કે I guess તમને પણ ખ્યાલ હશે કે market માં શું અત્યારે sentiment ચાલી રહ્યું છે, daily pricing વધી રહી છે HR માટે. તો જેટલા પણ, plus compare to market, pricing અમારી પાસે ઘણી સારી છે. અમે ઓછા pricing માં અમે અત્યારે operate કરી રહ્યા છીએ. તો એટલે just મેં call કર્યો કે કઈ એવું હોય તો, you know, તમારા બી પૈસા બચે આ- આની અંદર. એવી રીતે.)\n[36s] CUSTOMER: We don't have any requirement, if there is anything I will check once.   (અમારું કઈ છે નહિ requirement, કઈ હોય તો હું જોઈ લઉં એક વાર.)\n[39s] AGENT: Yes, check and if there is anything, please let us know, okay?   (હા, જોઈ લો અને કઈ હોય તો please અમને જણાવજો, ઓકે?)\n[41s] CUSTOMER: Sir, okay, sir.   (સર, ઓકે, સર.)\n[42s] AGENT: Okay Parth bhai, thank you.   (ઓકે પાર્થભાઈ, thank you.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the agent's side, but it does not impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": 6.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they have no requirement, you must still try to ask discovery questions to prepare for future needs, instead of just repeating the price hook.",
  "usp_relevance": "mismatched",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a past lead (Mahalaxmi Industries) to check for HR coil requirements, using rising market prices as a hook. The customer stated they had no current requirement and would check on their end. The agent did not perform any discovery or set a concrete next step, ending the call after the customer's dismissal.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Hello, uh am I speaking with Parth ji? Parth Panchal?... I am Ankit Mistry speaking, from JSW Steel, Mumbai, head office.\", \"comment\": \"Agent successfully greeted, used the customer's name, and identified self and company.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"...as the month has changed now and actually the pricing is increasing daily, so will there be any requirement from your end to further the business for HR?\", \"comment\": \"Agent successfully led with a price signal to create urgency, consistent with the supply-led pitch.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch USPs based on discovered needs, as no discovery was performed.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"...will there be any requirement from your end to further the business for HR?\", \"comment\": \"Agent correctly asked for a current requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not establish a committed next step, leaving the follow-up entirely to the customer.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"When a customer says they have no requirement, you must still try to ask discovery questions to prepare for future needs, instead of just repeating the price hook.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"We don't have any requirement, if there is anything I will check once.\", \"response\": \"Yes, check and if there is anything, please let us know, okay?\"}], \"call_summary\": \"The agent contacted a past lead (Mahalaxmi Industries) to check for HR coil requirements, using rising market prices as a hook. The customer stated they had no current requirement and would check on their end. The agent did not perform any discovery or set a concrete next step, ending the call after the customer's dismissal.\"}",
  "error": null,
  "latency_ms": 46724,
  "input_tokens": 3243,
  "output_tokens": 832,
  "created_at": "2026-09-25 11:19:52",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.85,
  "agent_talk_sec": 31.8,
  "customer_talk_sec": 5.6,
  "dead_air_sec": 45.6,
  "longest_monologue_sec": 11.7,
  "agent_wpm": 320.8,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 5,
  "discovery_qs": 4,
  "words_agent": 170,
  "words_customer": 26,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178886164922",
      "idx": 0,
      "speaker": "agent",
      "start_s": 2.88,
      "end_s": 5.2,
      "text_en": "Hello, uh am I speaking with Parth ji? Parth Panchal?",
      "text_native": "હેલો, અ પાર્થજી વાત કરે છે? પાર્થ પંચાલ?"
    },
    {
      "ucid": "21112178886164922",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 6.01,
      "text_en": "Yes, speak.",
      "text_native": "હા બોલો."
    },
    {
      "ucid": "21112178886164922",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 10.58,
      "text_en": "Parth bhai, it's nothing like that, I am Ankit Mistry speaking, from JSW Steel, Mumbai, head office.",
      "text_native": "પાર્થભાઈ, કઈ એવું કઈ નથી, હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel થી, મુંબઈ, head office."
    },
    {
      "ucid": "21112178886164922",
      "idx": 3,
      "speaker": "customer",
      "start_s": 10.8,
      "end_s": 11.3,
      "text_en": "Yes, speak.",
      "text_native": "હા બોલો."
    },
    {
      "ucid": "21112178886164922",
      "idx": 4,
      "speaker": "agent",
      "start_s": 11.6,
      "end_s": 22.1,
      "text_en": "Uh Parth bhai, we had spoken, if you remember, six months ago, where your business, Mahalaxmi Industries, you had registered on that account, with regards to HR requirement. So as the month has changed now and actually the pricing is increasing daily, so will there be any requirement from your end to further the business for HR?",
      "text_native": "અ પાર્થભાઈ, આપણી વાત થઈ તી, if you remember, છ મહિના પહેલા, જ્યાં તમે તમારો જે business છે, મહાલક્ષ્મી ઇન્ડસ્ટ્રીઝ, એ account ઉપર તમે registration કરાવ્યું તું, with regards to HR ના requirement માટે. તો જેમ કે અત્યારે આપણો મહિનો change થયો છે અને actually pricing રોજ increase થઈ રહ્યું છે, તો કઈ તમારી end થી requirement હશે to further the business HR માટે?"
    },
    {
      "ucid": "21112178886164922",
      "idx": 5,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.8,
      "text_en": "Right now there is nothing, sir.",
      "text_native": "હમણાં તો કઈ છે નહિ, સર."
    },
    {
      "ucid": "21112178886164922",
      "idx": 6,
      "speaker": "agent",
      "start_s": 24.1,
      "end_s": 35.8,
      "text_en": "Okay, okay. Uh, it's just that I guess you would also know what sentiment is going on in the market right now, daily pricing is increasing for HR. So whatever, plus compared to the market, we have very good pricing. We are currently operating at lower pricing. So that's why I just called, that if there is anything, you know, you would also save money in this. Like that.",
      "text_native": "અચ્છા, ઓકે. અ, just એવું છે કે I guess તમને પણ ખ્યાલ હશે કે market માં શું અત્યારે sentiment ચાલી રહ્યું છે, daily pricing વધી રહી છે HR માટે. તો જેટલા પણ, plus compare to market, pricing અમારી પાસે ઘણી સારી છે. અમે ઓછા pricing માં અમે અત્યારે operate કરી રહ્યા છીએ. તો એટલે just મેં call કર્યો કે કઈ એવું હોય તો, you know, તમારા બી પૈસા બચે આ- આની અંદર. એવી રીતે."
    },
    {
      "ucid": "21112178886164922",
      "idx": 7,
      "speaker": "customer",
      "start_s": 36.2,
      "end_s": 38.8,
      "text_en": "We don't have any requirement, if there is anything I will check once.",
      "text_native": "અમારું કઈ છે નહિ requirement, કઈ હોય તો હું જોઈ લઉં એક વાર."
    },
    {
      "ucid": "21112178886164922",
      "idx": 8,
      "speaker": "agent",
      "start_s": 39.2,
      "end_s": 41.1,
      "text_en": "Yes, check and if there is anything, please let us know, okay?",
      "text_native": "હા, જોઈ લો અને કઈ હોય તો please અમને જણાવજો, ઓકે?"
    },
    {
      "ucid": "21112178886164922",
      "idx": 9,
      "speaker": "customer",
      "start_s": 41.3,
      "end_s": 42.0,
      "text_en": "Sir, okay, sir.",
      "text_native": "સર, ઓકે, સર."
    },
    {
      "ucid": "21112178886164922",
      "idx": 10,
      "speaker": "agent",
      "start_s": 42.5,
      "end_s": 43.8,
      "text_en": "Okay Parth bhai, thank you.",
      "text_native": "ઓકે પાર્થભાઈ, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886164922",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Hello, uh am I speaking with Parth ji? Parth Panchal?... I am Ankit Mistry speaking, from JSW Steel, Mumbai, head office.",
      "comment": "Agent successfully greeted, used the customer's name, and identified self and company."
    },
    {
      "ucid": "21112178886164922",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "...as the month has changed now and actually the pricing is increasing daily, so will there be any requirement from your end to further the business for HR?",
      "comment": "Agent successfully led with a price signal to create urgency, consistent with the supply-led pitch."
    },
    {
      "ucid": "21112178886164922",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the required discovery questions to understand the customer's business."
    },
    {
      "ucid": "21112178886164922",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch USPs based on discovered needs, as no discovery was performed."
    },
    {
      "ucid": "21112178886164922",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "...will there be any requirement from your end to further the business for HR?",
      "comment": "Agent correctly asked for a current requirement, which the customer denied."
    },
    {
      "ucid": "21112178886164922",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not establish a committed next step, leaving the follow-up entirely to the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886164922",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "We don't have any requirement, if there is anything I will check once.",
      "response": "Yes, check and if there is anything, please let us know, okay?"
    }
  ],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}