{
  "ucid": "21112178886229341",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 15:41:33",
  "end_time": "2026-09-08 15:43:17",
  "duration_sec": 104,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf02ee7dd5a9ced89b4b0b571fe533955.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 596,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886229341__DIAf02ee7dd5a9ced89b4b0b571fe533955.mp3",
  "audio_bytes": 224856,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 74.952,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[3s] CUSTOMER: Hello.   (हॅलो.)\n[3s] CUSTOMER: Hello, Asian Engineer?   (हॅलो, Asian Engineer?)\n[4s] CUSTOMER: Yes, speak.   (हा बोला.)\n[5s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW One.   (सर, नमस्कार. मी आदित्य पांडे बोलतोय JSW One मधून मी.)\n[7s] CUSTOMER: Hello.   (हॅलो.)\n[8s] AGENT: You our... yes sir, is my voice audible?   (तुम्ही आमचं... हा सर, येतोय का वॉइस?)\n[9s] CUSTOMER: Yes, please speak.   (हा बोला ना.)\n[10s] AGENT: Sir, I was saying you are registered on our platform, I am speaking from JSW One.   (सर, मी बोलत होतो तुम्ही आमच्या प्लॅटफॉर्मवर रजिस्टर होताय JSW One नी बोलतोय मी.)\n[13s] CUSTOMER: Yes, speak.   (हा बोला.)\n[14s] AGENT: Was there any requirement in HR for us 30?   (काय रिक्वायरमेंट होती का HR मध्ये की आपण 30?)\n[16s] CUSTOMER: Uh, I have already given it, I have spoken to Mahesh sir.   (अ, दिली ऑलरेडी महेश सरांना बोललोय.)\n[18s] AGENT: What did you say? Sorry?   (काय बोलले? सॉरी?)\n[19s] CUSTOMER: Yes, the requirement has already been given, sir.   (हा, ऑलरेडी दिली आहे सर रिक्वायरमेंट.)\n[21s] AGENT: Uh, who have you given it to?   (अ, कोणाला दिले आहे ते?)\n[22s] CUSTOMER: One minute, okay.   (एक मिनिट हा.)\n[24s] CUSTOMER: Yes, yes.   (हा हा.)\n[27s] CUSTOMER: Mahesh sir.   (महेश सर.)\n[28s] AGENT: Mahesh?   (महेश?)\n[29s] CUSTOMER: Yes.   (हा.)\n[30s] AGENT: Uh, can you give it to me as well, sir? I can work on it and tell you what material we have.   (अ, मला पण देऊ शकता का सर? मी वर्क करून तुम्हाला सांगू शकतो काय आहे आमच्याकडे मटेरियल.)\n[33s] CUSTOMER: Sir, he is in JSW One only, sir. I gave it to him.   (सर, JSW One मध्येच आहेत सर ते. त्यांनाच दिली मी.)\n[35s] CUSTOMER: I gave the requirement to JSW One only.   (JSW One लाच दिली मी रिक्वायरमेंट.)\n[37s] AGENT: That our... the call that came, that you had met him?   (ते आमचं... जे कॉल आला होता की तुम्ही भेटले होतात तुम्हाला?)\n[38s] CUSTOMER: Yes, I... we are taking material regularly from you.   (हा मी आपण घेतोय रेग्युलर मटेरियल तुमच्याकडून.)\n[40s] AGENT: No, okay, it's fine. Because here, an account was created by Asian Engineers and no order has come since last year, that's why I asked.   (ना, ओके ठीक आहे. काय की इकडे ना Asian Engineers कडून हे बनवलं होतं अकाउंट अँड काय ऑर्डर नाही आली लास्ट इयर पासून, त्यामुळे मी विचारलं.)\n[44s] CUSTOMER: It's okay sir, no issue.   (ठीक आहे सर, काही इश्यू नाही.)\n[46s] CUSTOMER: It's ongoing, we are already taking it.   (चालू आहे ऑलरेडी घेतोय हो.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "clear: Background noise is present on both sides, but the main conversation is intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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": "When a customer says they're already working with another JSW rep, instead of giving up, try to understand the situation by asking for their account details to resolve the discrepancy in your system.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a customer whose account showed no orders in the last year. The customer stated they are a regular JSW One customer and had already given their requirement to another rep, 'Mahesh'. The agent was unable to resolve this internal discrepancy or progress the call, which ended without a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, hello. I am Aditya Pandey speaking from JSW One.\", \"comment\": \"Agent identified himself 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\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions as the customer immediately deflected the call.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, so no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Was there any requirement in HR for us 30?\", \"comment\": \"Agent asked if a requirement existed but failed to capture any details after the customer stated they had already provided it to someone else.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without an explicit, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they're already working with another JSW rep, instead of giving up, try to understand the situation by asking for their account details to resolve the discrepancy in your system.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"I have already given it, I have spoken to Mahesh sir.\", \"response\": \"can you give it to me as well, sir? I can work on it and tell you what material we have.\"}], \"call_summary\": \"The agent contacted a customer whose account showed no orders in the last year. The customer stated they are a regular JSW One customer and had already given their requirement to another rep, 'Mahesh'. The agent was unable to resolve this internal discrepancy or progress the call, which ended without a clear next step.\"}",
  "error": null,
  "latency_ms": 37062,
  "input_tokens": 3387,
  "output_tokens": 788,
  "created_at": "2026-09-25 11:19:30",
  "sentiment": "negative",
  "sentiment_score": -0.467,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 4,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.542,
  "agent_talk_sec": 18.8,
  "customer_talk_sec": 15.9,
  "dead_air_sec": 69.3,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 363.8,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 18,
  "discovery_qs": 8,
  "words_agent": 114,
  "words_customer": 83,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886229341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.48,
      "end_s": 1.88,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886229341",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.6,
      "end_s": 3.0,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886229341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.0,
      "end_s": 4.0,
      "text_en": "Hello, Asian Engineer?",
      "text_native": "हॅलो, Asian Engineer?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.2,
      "end_s": 4.6,
      "text_en": "Yes, speak.",
      "text_native": "हा बोला."
    },
    {
      "ucid": "21112178886229341",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.7,
      "end_s": 6.8,
      "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "text_native": "सर, नमस्कार. मी आदित्य पांडे बोलतोय JSW One मधून मी."
    },
    {
      "ucid": "21112178886229341",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 7.7,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886229341",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.9,
      "end_s": 9.2,
      "text_en": "You our... yes sir, is my voice audible?",
      "text_native": "तुम्ही आमचं... हा सर, येतोय का वॉइस?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.4,
      "end_s": 9.9,
      "text_en": "Yes, please speak.",
      "text_native": "हा बोला ना."
    },
    {
      "ucid": "21112178886229341",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.0,
      "end_s": 12.8,
      "text_en": "Sir, I was saying you are registered on our platform, I am speaking from JSW One.",
      "text_native": "सर, मी बोलत होतो तुम्ही आमच्या प्लॅटफॉर्मवर रजिस्टर होताय JSW One नी बोलतोय मी."
    },
    {
      "ucid": "21112178886229341",
      "idx": 9,
      "speaker": "customer",
      "start_s": 13.1,
      "end_s": 13.5,
      "text_en": "Yes, speak.",
      "text_native": "हा बोला."
    },
    {
      "ucid": "21112178886229341",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 15.5,
      "text_en": "Was there any requirement in HR for us 30?",
      "text_native": "काय रिक्वायरमेंट होती का HR मध्ये की आपण 30?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 17.8,
      "text_en": "Uh, I have already given it, I have spoken to Mahesh sir.",
      "text_native": "अ, दिली ऑलरेडी महेश सरांना बोललोय."
    },
    {
      "ucid": "21112178886229341",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 18.7,
      "text_en": "What did you say? Sorry?",
      "text_native": "काय बोलले? सॉरी?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 13,
      "speaker": "customer",
      "start_s": 18.8,
      "end_s": 20.3,
      "text_en": "Yes, the requirement has already been given, sir.",
      "text_native": "हा, ऑलरेडी दिली आहे सर रिक्वायरमेंट."
    },
    {
      "ucid": "21112178886229341",
      "idx": 14,
      "speaker": "agent",
      "start_s": 20.7,
      "end_s": 21.7,
      "text_en": "Uh, who have you given it to?",
      "text_native": "अ, कोणाला दिले आहे ते?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 15,
      "speaker": "customer",
      "start_s": 22.1,
      "end_s": 22.8,
      "text_en": "One minute, okay.",
      "text_native": "एक मिनिट हा."
    },
    {
      "ucid": "21112178886229341",
      "idx": 16,
      "speaker": "customer",
      "start_s": 24.2,
      "end_s": 24.6,
      "text_en": "Yes, yes.",
      "text_native": "हा हा."
    },
    {
      "ucid": "21112178886229341",
      "idx": 17,
      "speaker": "customer",
      "start_s": 27.2,
      "end_s": 27.8,
      "text_en": "Mahesh sir.",
      "text_native": "महेश सर."
    },
    {
      "ucid": "21112178886229341",
      "idx": 18,
      "speaker": "agent",
      "start_s": 28.4,
      "end_s": 28.9,
      "text_en": "Mahesh?",
      "text_native": "महेश?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 19,
      "speaker": "customer",
      "start_s": 29.3,
      "end_s": 29.5,
      "text_en": "Yes.",
      "text_native": "हा."
    },
    {
      "ucid": "21112178886229341",
      "idx": 20,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 32.8,
      "text_en": "Uh, can you give it to me as well, sir? I can work on it and tell you what material we have.",
      "text_native": "अ, मला पण देऊ शकता का सर? मी वर्क करून तुम्हाला सांगू शकतो काय आहे आमच्याकडे मटेरियल."
    },
    {
      "ucid": "21112178886229341",
      "idx": 21,
      "speaker": "customer",
      "start_s": 32.8,
      "end_s": 34.8,
      "text_en": "Sir, he is in JSW One only, sir. I gave it to him.",
      "text_native": "सर, JSW One मध्येच आहेत सर ते. त्यांनाच दिली मी."
    },
    {
      "ucid": "21112178886229341",
      "idx": 22,
      "speaker": "customer",
      "start_s": 35.2,
      "end_s": 36.5,
      "text_en": "I gave the requirement to JSW One only.",
      "text_native": "JSW One लाच दिली मी रिक्वायरमेंट."
    },
    {
      "ucid": "21112178886229341",
      "idx": 23,
      "speaker": "agent",
      "start_s": 36.6,
      "end_s": 38.4,
      "text_en": "That our... the call that came, that you had met him?",
      "text_native": "ते आमचं... जे कॉल आला होता की तुम्ही भेटले होतात तुम्हाला?"
    },
    {
      "ucid": "21112178886229341",
      "idx": 24,
      "speaker": "customer",
      "start_s": 38.4,
      "end_s": 40.2,
      "text_en": "Yes, I... we are taking material regularly from you.",
      "text_native": "हा मी आपण घेतोय रेग्युलर मटेरियल तुमच्याकडून."
    },
    {
      "ucid": "21112178886229341",
      "idx": 25,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 44.5,
      "text_en": "No, okay, it's fine. Because here, an account was created by Asian Engineers and no order has come since last year, that's why I asked.",
      "text_native": "ना, ओके ठीक आहे. काय की इकडे ना Asian Engineers कडून हे बनवलं होतं अकाउंट अँड काय ऑर्डर नाही आली लास्ट इयर पासून, त्यामुळे मी विचारलं."
    },
    {
      "ucid": "21112178886229341",
      "idx": 26,
      "speaker": "customer",
      "start_s": 44.5,
      "end_s": 45.4,
      "text_en": "It's okay sir, no issue.",
      "text_native": "ठीक आहे सर, काही इश्यू नाही."
    },
    {
      "ucid": "21112178886229341",
      "idx": 27,
      "speaker": "customer",
      "start_s": 45.8,
      "end_s": 46.9,
      "text_en": "It's ongoing, we are already taking it.",
      "text_native": "चालू आहे ऑलरेडी घेतोय हो."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886229341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "comment": "Agent identified himself and the company but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178886229341",
      "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 provide a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178886229341",
      "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 as the customer immediately deflected the call."
    },
    {
      "ucid": "21112178886229341",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was conducted, so no relevant USPs were pitched."
    },
    {
      "ucid": "21112178886229341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Was there any requirement in HR for us 30?",
      "comment": "Agent asked if a requirement existed but failed to capture any details after the customer stated they had already provided it to someone else."
    },
    {
      "ucid": "21112178886229341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without an explicit, committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886229341",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "I have already given it, I have spoken to Mahesh sir.",
      "response": "can you give it to me as well, sir? I can work on it and tell you what material we have."
    }
  ],
  "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": []
}