{
  "ucid": "21112178886535561",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 16:32:35",
  "end_time": "2026-09-08 16:33:35",
  "duration_sec": 60,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8d875875e2014f0967e7ba1278a28f1c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 578,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886535561__DIA8d875875e2014f0967e7ba1278a28f1c.mp3",
  "audio_bytes": 119016,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 39.672,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Hello?   (हेलो?)\n[4s] CUSTOMER: Hello?   (हेलो?)\n[5s] AGENT: Yes Dhruv ji, hello.   (हां ध्रुव जी, नमस्ते।)\n[6s] CUSTOMER: Hello ji.   (नमस्ते जी।)\n[7s] AGENT: And Rohit is speaking, from JSW.   (और रोहित बात कर रहा हूं JSW से।)\n[9s] CUSTOMER: Yes.   (हांजी।)\n[10s] AGENT: This company of yours is Ambika Steel Products, right? Is there any requirement in HR?   (ये अंबिका स्टील प्रोडक्ट्स करके है ना आपकी कंपनी? कुछ रिक्वायरमेंट है HR में?)\n[13s] CUSTOMER: No sir, there is no requirement right now.   (नहीं जी, अभी तो कोई रिक्वायरमेंट नहीं।)\n[15s] AGENT: Okay, do you do trading?   (अच्छा, आप ट्रेडिंग करते हैं?)\n[16s] CUSTOMER: No, we don't do trading. This is site cutting and manufacturing.   (नहीं, ट्रेडिंग नहीं करते। ये साइट कटिंग करके मैन्युफैक्चरिंग है।)\n[19s] AGENT: Okay, do you do slitting?   (अच्छा, स्लिटिंग करते हैं आप?)\n[21s] CUSTOMER: No, we don't do slitting.   (नहीं, स्लिटिंग नहीं करते।)\n[22s] AGENT: Okay, okay, okay. Okay.   (अच्छा, अच्छा, अच्छा। Okay.)\n[24s] CUSTOMER: Alright then. If anything comes up, I will let you know.   (ठीक है ना। कुछ आता है तो मैं बताता हूं।)\n[25s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise is present but does not affect transcription.",
  "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": "When a customer dismisses you with 'I'll let you know', don't just accept it. You must propose a specific follow-up date to maintain control of the conversation.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing customer who stated they had no current requirement for HR material. The agent confirmed the customer's business is manufacturing and site cutting, not trading. The customer then ended the call with a vague promise to get in touch, which the agent accepted without setting a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly to a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a hook or value proposition, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about the customer's business type before the call was shut down, failing to cover the required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement in HR?\", \"comment\": \"The agent successfully asked if a current requirement existed.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent accepted the customer's brush-off ('I will let you know') without attempting to set a concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer dismisses you with 'I'll let you know', don't just accept it. You must propose a specific follow-up date to maintain control of the conversation.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If anything comes up, I will let you know.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent contacted a manufacturing customer who stated they had no current requirement for HR material. The agent confirmed the customer's business is manufacturing and site cutting, not trading. The customer then ended the call with a vague promise to get in touch, which the agent accepted without setting a firm next step.\"}",
  "error": null,
  "latency_ms": 33268,
  "input_tokens": 2939,
  "output_tokens": 745,
  "created_at": "2026-09-25 11:18:33",
  "sentiment": "negative",
  "sentiment_score": -0.469,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 11,
  "lex_hits": 8,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.541,
  "agent_talk_sec": 10.0,
  "customer_talk_sec": 8.5,
  "dead_air_sec": 41.5,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 246.0,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 5,
  "words_agent": 41,
  "words_customer": 40,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886535561",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.79,
      "end_s": 1.29,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178886535561",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 2.62,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178886535561",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.6,
      "end_s": 4.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178886535561",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.7,
      "end_s": 5.9,
      "text_en": "Yes Dhruv ji, hello.",
      "text_native": "हां ध्रुव जी, नमस्ते।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.5,
      "text_en": "Hello ji.",
      "text_native": "नमस्ते जी।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.8,
      "end_s": 8.3,
      "text_en": "And Rohit is speaking, from JSW.",
      "text_native": "और रोहित बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.0,
      "text_en": "Yes.",
      "text_native": "हांजी।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.8,
      "end_s": 12.8,
      "text_en": "This company of yours is Ambika Steel Products, right? Is there any requirement in HR?",
      "text_native": "ये अंबिका स्टील प्रोडक्ट्स करके है ना आपकी कंपनी? कुछ रिक्वायरमेंट है HR में?"
    },
    {
      "ucid": "21112178886535561",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.1,
      "end_s": 14.6,
      "text_en": "No sir, there is no requirement right now.",
      "text_native": "नहीं जी, अभी तो कोई रिक्वायरमेंट नहीं।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.8,
      "end_s": 15.9,
      "text_en": "Okay, do you do trading?",
      "text_native": "अच्छा, आप ट्रेडिंग करते हैं?"
    },
    {
      "ucid": "21112178886535561",
      "idx": 10,
      "speaker": "customer",
      "start_s": 16.3,
      "end_s": 18.8,
      "text_en": "No, we don't do trading. This is site cutting and manufacturing.",
      "text_native": "नहीं, ट्रेडिंग नहीं करते। ये साइट कटिंग करके मैन्युफैक्चरिंग है।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.1,
      "end_s": 20.3,
      "text_en": "Okay, do you do slitting?",
      "text_native": "अच्छा, स्लिटिंग करते हैं आप?"
    },
    {
      "ucid": "21112178886535561",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.6,
      "end_s": 21.5,
      "text_en": "No, we don't do slitting.",
      "text_native": "नहीं, स्लिटिंग नहीं करते।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 13,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 23.2,
      "text_en": "Okay, okay, okay. Okay.",
      "text_native": "अच्छा, अच्छा, अच्छा। Okay."
    },
    {
      "ucid": "21112178886535561",
      "idx": 14,
      "speaker": "customer",
      "start_s": 23.5,
      "end_s": 25.3,
      "text_en": "Alright then. If anything comes up, I will let you know.",
      "text_native": "ठीक है ना। कुछ आता है तो मैं बताता हूं।"
    },
    {
      "ucid": "21112178886535561",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.4,
      "end_s": 25.8,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886535561",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, jumping directly to a requirement question."
    },
    {
      "ucid": "21112178886535561",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a hook or value proposition, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178886535561",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only asked about the customer's business type before the call was shut down, failing to cover the required discovery questions."
    },
    {
      "ucid": "21112178886535561",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178886535561",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement in HR?",
      "comment": "The agent successfully asked if a current requirement existed."
    },
    {
      "ucid": "21112178886535561",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent accepted the customer's brush-off ('I will let you know') without attempting to set a concrete next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886535561",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "If anything comes up, I will let you know.",
      "response": "Okay."
    }
  ],
  "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"
  ]
}