{
  "ucid": "21112178886373591",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 16:05:35",
  "end_time": "2026-09-08 16:07:11",
  "duration_sec": 96,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Interested",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA03c64df1f62946a3227cbb3cbd48aa7a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 588,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886373591__DIA03c64df1f62946a3227cbb3cbd48aa7a.mp3",
  "audio_bytes": 221832,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 73.944,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello, ARKC?\n[3s] CUSTOMER: Yes, yes, tell me.   (हां yes बोलिए।)\n[4s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW One.   (सर नमस्ते, मैं आदित्य पांडे बोलते है JSW One पाथों।)\n[7s] CUSTOMER: Okay, tell me, sir.   (Okay, बोलिए ना सर।)\n[8s] AGENT: Sir, you were registered on our platform, I had called regarding that. Sir, you had put in a requirement I guess two-three months ago, but nothing happened. Do you have any requirement now?   (सर आप हमारे platform पे registered थे, उसी के regarding call किया था। सर requirement डाला था I guess दो-तीन महीने पहले पर कुछ हुआ नहीं। कुछ है requirement अभी?)\n[13s] CUSTOMER: I have a lot of requirement in HR, sir, but the thing is, sir, that last time also I had asked to change the GST on your portal, but nothing was done from your end.   (मेरा requirement तो बहुत है सर HR में, but लेकिन सर कैसा है कि मैंने last time भी वो GST change करने के लिए कहा था आपके portal पर, but आपके यहां से कुछ हुआ नहीं।)\n[19s] AGENT: Okay.   (अच्छा।)\n[20s] CUSTOMER: Yes.   (हां।)\n[21s] AGENT: Meaning you don't want to work with this GST, right?   (मतलब आपको ये GST से work नहीं करना है ना?)\n[23s] CUSTOMER: No, I don't want to work on that GST.   (नहीं, नहीं करना है उस GST पे work.)\n[25s] AGENT: So we can do one thing, sir. I will WhatsApp you my number right now. You share your new GST certificate with me. I will get you registered through that.   (तो एक काम कर सकते हैं सर। मैं आपको अभी अपना एक WhatsApp कर देता हूं number. आप मुझे आपका जो new GST certificate है, share कर दीजिए। मैं आपको register करवा दूंगा उसके through.)\n[31s] CUSTOMER: Okay, alright, that will work.   (Okay, ठीक है, चलेगा।)\n[32s] AGENT: Because what it is, this we... I will get this one deactivated.   (क्योंकि क्या है, ये हम, मैं ये deactivate करवा दूंगा इसको।)\n[35s] CUSTOMER: And okay, it will work. Okay.   (और ठीक है, चलेगा। Okay.)\n[37s] AGENT: Yes? Because what happens is... and can you tell a little about your business, what do you do?   (हां? क्योंकि क्या होता है, और थोड़ा अपना बता सकते हैं थोड़ा business के बारे में, क्या आप क्या करते हैं?)\n[40s] CUSTOMER: Sir, actually my battery is also a bit down right now, so you WhatsApp me, then I will discuss with you once. Okay?   (सर, मैं actually मेरा अभी battery भी थोड़ा down है, तो मुझे आप WhatsApp कर दो, फिर मैं आपसे एक बार discuss करता हूं। हो गया?)\n[46s] AGENT: Okay sir, got it.\n[47s] CUSTOMER: Yeah, okay.",
  "language": "Hinglish",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: The agent uses the word 'paathon' which might be a regionalism for 'se' (from), but it's clearly understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 turns, clean transcript (0% inaudible)",
  "band_language": "Hinglish",
  "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": 1.0,
  "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\"]",
  "pitch_coaching_note": "While you correctly solved the customer's GST issue, you must pivot back to the pitch structure to discover their needs before the call ends.",
  "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 who confirmed having a large requirement for HR coils but was blocked by an incorrect GST number on the JSW platform. The agent provided a solution to update the GST via WhatsApp. The customer then ended the call citing a low phone battery, and the agent agreed to the follow-up without setting a specific time for the next conversation.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello, ARKC? ... Sir, hello. I am Aditya Pandey speaking from JSW One.\", \"comment\": \"The agent did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, you had put in a requirement I guess two-three months ago, but nothing happened. Do you have any requirement now?\", \"comment\": \"The agent did not lead with a supply or price hook, instead asking about a past requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"and can you tell a little about your business, what do you do?\", \"comment\": \"The agent only attempted one discovery question before the customer deflected.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was completed.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I have a lot of requirement in HR, sir...\", \"comment\": \"Although the customer stated a requirement exists, the agent did not capture any specific details (grade, size, qty).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you my number right now. You share your new GST certificate with me. I will get you registered through that.\", \"comment\": \"The agent established a clear, committed next step to resolve the customer's account issue.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"While you correctly solved the customer's GST issue, you must pivot back to the pitch structure to discover their needs before the call ends.\", \"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\": \"Sir, actually my battery is also a bit down right now, so you WhatsApp me, then I will discuss with you once.\", \"response\": \"Okay sir, got it.\"}], \"call_summary\": \"The agent contacted a customer who confirmed having a large requirement for HR coils but was blocked by an incorrect GST number on the JSW platform. The agent provided a solution to update the GST via WhatsApp. The customer then ended the call citing a low phone battery, and the agent agreed to the follow-up without setting a specific time for the next conversation.\"}",
  "error": null,
  "latency_ms": 32464,
  "input_tokens": 3258,
  "output_tokens": 849,
  "created_at": "2026-09-25 11:19:00",
  "sentiment": "positive",
  "sentiment_score": 0.635,
  "sentiment_confidence": "high",
  "pos": 9,
  "neg": 1,
  "lex_hits": 16,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.554,
  "agent_talk_sec": 23.0,
  "customer_talk_sec": 18.5,
  "dead_air_sec": 54.5,
  "longest_monologue_sec": 6.1,
  "agent_wpm": 315.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 10,
  "discovery_qs": 5,
  "words_agent": 121,
  "words_customer": 90,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886373591",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.99,
      "end_s": 1.39,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178886373591",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.77,
      "end_s": 2.69,
      "text_en": "Hello, ARKC?",
      "text_native": "Hello, ARKC?"
    },
    {
      "ucid": "21112178886373591",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.89,
      "end_s": 3.49,
      "text_en": "Yes, yes, tell me.",
      "text_native": "हां yes बोलिए।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.89,
      "end_s": 6.39,
      "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बोलते है JSW One पाथों।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.71,
      "end_s": 7.59,
      "text_en": "Okay, tell me, sir.",
      "text_native": "Okay, बोलिए ना सर।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.89,
      "end_s": 12.69,
      "text_en": "Sir, you were registered on our platform, I had called regarding that. Sir, you had put in a requirement I guess two-three months ago, but nothing happened. Do you have any requirement now?",
      "text_native": "सर आप हमारे platform पे registered थे, उसी के regarding call किया था। सर requirement डाला था I guess दो-तीन महीने पहले पर कुछ हुआ नहीं। कुछ है requirement अभी?"
    },
    {
      "ucid": "21112178886373591",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.79,
      "end_s": 18.89,
      "text_en": "I have a lot of requirement in HR, sir, but the thing is, sir, that last time also I had asked to change the GST on your portal, but nothing was done from your end.",
      "text_native": "मेरा requirement तो बहुत है सर HR में, but लेकिन सर कैसा है कि मैंने last time भी वो GST change करने के लिए कहा था आपके portal पर, but आपके यहां से कुछ हुआ नहीं।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 7,
      "speaker": "agent",
      "start_s": 19.21,
      "end_s": 19.59,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 8,
      "speaker": "customer",
      "start_s": 20.01,
      "end_s": 20.29,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.81,
      "end_s": 22.39,
      "text_en": "Meaning you don't want to work with this GST, right?",
      "text_native": "मतलब आपको ये GST से work नहीं करना है ना?"
    },
    {
      "ucid": "21112178886373591",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.51,
      "end_s": 24.29,
      "text_en": "No, I don't want to work on that GST.",
      "text_native": "नहीं, नहीं करना है उस GST पे work."
    },
    {
      "ucid": "21112178886373591",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.51,
      "end_s": 30.59,
      "text_en": "So we can do one thing, sir. I will WhatsApp you my number right now. You share your new GST certificate with me. I will get you registered through that.",
      "text_native": "तो एक काम कर सकते हैं सर। मैं आपको अभी अपना एक WhatsApp कर देता हूं number. आप मुझे आपका जो new GST certificate है, share कर दीजिए। मैं आपको register करवा दूंगा उसके through."
    },
    {
      "ucid": "21112178886373591",
      "idx": 12,
      "speaker": "customer",
      "start_s": 30.81,
      "end_s": 31.89,
      "text_en": "Okay, alright, that will work.",
      "text_native": "Okay, ठीक है, चलेगा।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 13,
      "speaker": "agent",
      "start_s": 32.29,
      "end_s": 34.59,
      "text_en": "Because what it is, this we... I will get this one deactivated.",
      "text_native": "क्योंकि क्या है, ये हम, मैं ये deactivate करवा दूंगा इसको।"
    },
    {
      "ucid": "21112178886373591",
      "idx": 14,
      "speaker": "customer",
      "start_s": 34.81,
      "end_s": 36.29,
      "text_en": "And okay, it will work. Okay.",
      "text_native": "और ठीक है, चलेगा। Okay."
    },
    {
      "ucid": "21112178886373591",
      "idx": 15,
      "speaker": "agent",
      "start_s": 36.61,
      "end_s": 40.29,
      "text_en": "Yes? Because what happens is... and can you tell a little about your business, what do you do?",
      "text_native": "हां? क्योंकि क्या होता है, और थोड़ा अपना बता सकते हैं थोड़ा business के बारे में, क्या आप क्या करते हैं?"
    },
    {
      "ucid": "21112178886373591",
      "idx": 16,
      "speaker": "customer",
      "start_s": 40.41,
      "end_s": 45.59,
      "text_en": "Sir, actually my battery is also a bit down right now, so you WhatsApp me, then I will discuss with you once. Okay?",
      "text_native": "सर, मैं actually मेरा अभी battery भी थोड़ा down है, तो मुझे आप WhatsApp कर दो, फिर मैं आपसे एक बार discuss करता हूं। हो गया?"
    },
    {
      "ucid": "21112178886373591",
      "idx": 17,
      "speaker": "agent",
      "start_s": 45.71,
      "end_s": 46.49,
      "text_en": "Okay sir, got it.",
      "text_native": "Okay sir, got it."
    },
    {
      "ucid": "21112178886373591",
      "idx": 18,
      "speaker": "customer",
      "start_s": 46.61,
      "end_s": 47.29,
      "text_en": "Yeah, okay.",
      "text_native": "Yeah, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886373591",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello, ARKC? ... Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "comment": "The agent did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178886373591",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, you had put in a requirement I guess two-three months ago, but nothing happened. Do you have any requirement now?",
      "comment": "The agent did not lead with a supply or price hook, instead asking about a past requirement."
    },
    {
      "ucid": "21112178886373591",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "and can you tell a little about your business, what do you do?",
      "comment": "The agent only attempted one discovery question before the customer deflected."
    },
    {
      "ucid": "21112178886373591",
      "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 completed."
    },
    {
      "ucid": "21112178886373591",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I have a lot of requirement in HR, sir...",
      "comment": "Although the customer stated a requirement exists, the agent did not capture any specific details (grade, size, qty)."
    },
    {
      "ucid": "21112178886373591",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will WhatsApp you my number right now. You share your new GST certificate with me. I will get you registered through that.",
      "comment": "The agent established a clear, committed next step to resolve the customer's account issue."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886373591",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Sir, actually my battery is also a bit down right now, so you WhatsApp me, then I will discuss with you once.",
      "response": "Okay sir, got it."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}