{
  "ucid": "21112178886204681",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 15:37:26",
  "end_time": "2026-09-08 15:38:31",
  "duration_sec": 65,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA655a8a4165237323d1cc25279e2b5406.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 597,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886204681__DIA655a8a4165237323d1cc25279e2b5406.mp3",
  "audio_bytes": 138240,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 46.08,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Yes, hello sir, this is Abhinav Gautam calling from JSW One. Hello.   (हां नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से। हॅलो।)\n[4s] CUSTOMER: Where are you calling from, sir?   (कहां से बात कर रहे हैं सर?)\n[5s] AGENT: I'm calling from JSW One, sir, Abhinav Gautam.   (JSW One से बात कर रहा हूं सर, अभिनव गौतम।)\n[8s] CUSTOMER: Yes, tell me, sir.   (हां बोलिए ना सर।)\n[8s] AGENT: Sir, your account was registered, do you have any requirement in HR? Our team gave us your number.   (सर आपका अकाउंट रजिस्टर्ड था, HR में कोई requirement है क्या? आपको हमारी टीम ने आपका नंबर दिया था हमें।)\n[12s] CUSTOMER: Round 100.\n[13s] AGENT: What?   (क्या?)\n[14s] CUSTOMER: Uh, what is the size, sir? I have a requirement for pipe, sir.   (अह size क्या है सर? मेरेको तो pipe का requirement है सर।)\n[16s] AGENT: Pipe, we deal in HR sheets, sir.   (Pipe, हम HR sheet करते हैं सर।)\n[17s] CUSTOMER: Yes, that is very old, sir. For that, we have already purchased it and even supplied it to JSW.   (हां वो तो कब का पुराना हो गया सर। उसके लिए तो हमने खरीद भी लिया है, JSW को supply भी कर दिया।)\n[21s] AGENT: Hello.   (हॅलो।)\n[21s] CUSTOMER: Okay, well, right now there is no requirement, I mean.   (अच्छा, चलो अभी नहीं है कोई मतलब requirement.)\n[23s] AGENT: No, no, sir?   (नहीं नहीं सर?)\n[23s] CUSTOMER: No, no, sir.   (नहीं नहीं सर।)\n[24s] AGENT: Okay, fine sir, okay, thank you.   (चलो ठीक है सर, okay, धन्यवाद।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Significant background chatter on the agent's side, but the main speakers are intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "Start your calls by greeting the customer by name and asking for permission to speak; this builds rapport before you ask about their requirements.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "pipe",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a registered lead to inquire about HR sheet requirements. The customer immediately stated they needed pipe, which is a product JSW One does not sell. After the agent clarified this, the customer confirmed they had no other requirement, and the call was concluded.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir, this is Abhinav Gautam calling from JSW One.\", \"comment\": \"The agent identified themself and the company, but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, your account was registered, do you have any requirement in HR?\", \"comment\": \"The agent did not lead with a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated they needed a different product.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any requirement in HR?\", \"comment\": \"The agent successfully asked if a requirement existed, which is the primary goal of this step. The rest was not possible as the customer had no requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, fine sir, okay, thank you.\", \"comment\": \"The call was ended without establishing any specific next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your calls by greeting the customer by name and asking for permission to speak; this builds rapport before you ask about their requirements.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"pipe\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a registered lead to inquire about HR sheet requirements. The customer immediately stated they needed pipe, which is a product JSW One does not sell. After the agent clarified this, the customer confirmed they had no other requirement, and the call was concluded.\"}",
  "error": null,
  "latency_ms": 38186,
  "input_tokens": 3042,
  "output_tokens": 724,
  "created_at": "2026-09-25 11:19:32",
  "sentiment": "negative",
  "sentiment_score": -0.36,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 7,
  "lex_hits": 5,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.531,
  "agent_talk_sec": 12.8,
  "customer_talk_sec": 11.3,
  "dead_air_sec": 40.9,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 262.5,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 56,
  "words_customer": 58,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886204681",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.17,
      "end_s": 1.6,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886204681",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 4.2,
      "text_en": "Yes, hello sir, this is Abhinav Gautam calling from JSW One. Hello.",
      "text_native": "हां नमस्कार सर, अभिनव गौतम बात कर रहा हूं मैं JSW One से। हॅलो।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 5.2,
      "text_en": "Where are you calling from, sir?",
      "text_native": "कहां से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178886204681",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 7.8,
      "text_en": "I'm calling from JSW One, sir, Abhinav Gautam.",
      "text_native": "JSW One से बात कर रहा हूं सर, अभिनव गौतम।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.2,
      "text_en": "Yes, tell me, sir.",
      "text_native": "हां बोलिए ना सर।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 11.8,
      "text_en": "Sir, your account was registered, do you have any requirement in HR? Our team gave us your number.",
      "text_native": "सर आपका अकाउंट रजिस्टर्ड था, HR में कोई requirement है क्या? आपको हमारी टीम ने आपका नंबर दिया था हमें।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 13.0,
      "text_en": "Round 100.",
      "text_native": "Round 100."
    },
    {
      "ucid": "21112178886204681",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 13.5,
      "text_en": "What?",
      "text_native": "क्या?"
    },
    {
      "ucid": "21112178886204681",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.5,
      "end_s": 15.8,
      "text_en": "Uh, what is the size, sir? I have a requirement for pipe, sir.",
      "text_native": "अह size क्या है सर? मेरेको तो pipe का requirement है सर।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.8,
      "end_s": 17.0,
      "text_en": "Pipe, we deal in HR sheets, sir.",
      "text_native": "Pipe, हम HR sheet करते हैं सर।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 21.0,
      "text_en": "Yes, that is very old, sir. For that, we have already purchased it and even supplied it to JSW.",
      "text_native": "हां वो तो कब का पुराना हो गया सर। उसके लिए तो हमने खरीद भी लिया है, JSW को supply भी कर दिया।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 11,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 21.3,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.3,
      "end_s": 22.8,
      "text_en": "Okay, well, right now there is no requirement, I mean.",
      "text_native": "अच्छा, चलो अभी नहीं है कोई मतलब requirement."
    },
    {
      "ucid": "21112178886204681",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.8,
      "end_s": 23.3,
      "text_en": "No, no, sir?",
      "text_native": "नहीं नहीं सर?"
    },
    {
      "ucid": "21112178886204681",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.3,
      "end_s": 23.8,
      "text_en": "No, no, sir.",
      "text_native": "नहीं नहीं सर।"
    },
    {
      "ucid": "21112178886204681",
      "idx": 15,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 25.5,
      "text_en": "Okay, fine sir, okay, thank you.",
      "text_native": "चलो ठीक है सर, okay, धन्यवाद।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178886204681",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, hello sir, this is Abhinav Gautam calling from JSW One.",
      "comment": "The agent identified themself and the company, but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178886204681",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, your account was registered, do you have any requirement in HR?",
      "comment": "The agent did not lead with a supply or price hook, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178886204681",
      "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 after the customer stated they needed a different product."
    },
    {
      "ucid": "21112178886204681",
      "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."
    },
    {
      "ucid": "21112178886204681",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "do you have any requirement in HR?",
      "comment": "The agent successfully asked if a requirement existed, which is the primary goal of this step. The rest was not possible as the customer had no requirement."
    },
    {
      "ucid": "21112178886204681",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, fine sir, okay, thank you.",
      "comment": "The call was ended without establishing any specific next step like a quote or a scheduled callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}