{
  "ucid": "21112178886567471",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 16:37:54",
  "end_time": "2026-09-08 16:38:56",
  "duration_sec": 62,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2d769587a089b133ff2e691aeedf6bc2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 577,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886567471__DIA2d769587a089b133ff2e691aeedf6bc2.mp3",
  "audio_bytes": 107568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 35.856,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[3s] CUSTOMER: Hello.   (हॅलो.)\n[4s] AGENT: Hello.   (हॅलो.)\n[4s] CUSTOMER: Yes, tell me.   (हां बोलिए.)\n[5s] AGENT: Yes, uh, good afternoon sir. Sudeep here from JSW One MSME Jindal Steel.   (हां, uh, good afternoon sir. सुदीप here from JSW One MSME Jindal Steel.)\n[8s] CUSTOMER: Yes, tell me.   (हां बोलिए.)\n[9s] AGENT: Your company was registered on the portal, sir. So, let's say, are you planning anything in steel right now, sir, in HR material? 250?   (ये आपका कंपनी रजिस्टर्ड था सर पोर्टल पर। अभी समझ लीजिए ना स्टील में कुछ प्लानिंग कर रहे हो सर HR material में? 250?)\n[12s] CUSTOMER: Not right now. Not right now.   (अभी तो नहीं है। अभी तो नहीं है।)\n[14s] AGENT: Not right now.   (अभी नहीं है।)\n[14s] CUSTOMER: I will let you know when it's required.   (लगेगा तो मैं बताता हूं।)\n[15s] AGENT: Okay.\n[16s] CUSTOMER: Not now.   (अभी नहीं।)\n[16s] AGENT: Okay sir, not an issue. I will WhatsApp you, call on that number, okay?   (Okay sir, not an issue. मैं आपको WhatsApp करता हूं वो नंबर पे कॉल करना है, ठीक है?)\n[19s] CUSTOMER: Yes, okay, okay.   (हां ठीक है, ठीक है।)\n[20s] AGENT: Okay, okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: Some background chatter on the agent's side, but it 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": "Start your calls by asking for permission to speak, as this can prevent immediate rejections and give you a chance to deliver your hook.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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 registered lead and asked directly for a requirement in HR material. The customer stated they had no current need and ended the call. The agent proposed a vague follow-up via WhatsApp without performing any discovery or effective objection handling.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask if it was a good time to talk or use the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to a requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Customer declined to engage before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could pitch any USPs as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"are you planning anything in steel right now, sir, in HR material? 250?\", \"comment\": \"Agent successfully asked if a current requirement exists, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I will WhatsApp you, call on that number, okay?\", \"comment\": \"The proposed next step was vague and did not include a specific callback time or a commitment to send a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your calls by asking for permission to speak, as this can prevent immediate rejections and give you a chance to deliver your hook.\", \"segment_detected\": \"unknown\", \"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\": \"Not right now. Not right now. I will let you know when it's required.\", \"response\": \"Okay sir, not an issue. I will WhatsApp you, call on that number, okay?\"}], \"call_summary\": \"The agent contacted a registered lead and asked directly for a requirement in HR material. The customer stated they had no current need and ended the call. The agent proposed a vague follow-up via WhatsApp without performing any discovery or effective objection handling.\"}",
  "error": null,
  "latency_ms": 37207,
  "input_tokens": 2962,
  "output_tokens": 767,
  "created_at": "2026-09-25 11:18:29",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 1,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.691,
  "agent_talk_sec": 11.4,
  "customer_talk_sec": 5.1,
  "dead_air_sec": 45.5,
  "longest_monologue_sec": 3.6,
  "agent_wpm": 310.5,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 3,
  "words_agent": 59,
  "words_customer": 27,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886567471",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.84,
      "end_s": 1.3,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886567471",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.41,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886567471",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.84,
      "end_s": 3.24,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886567471",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.55,
      "end_s": 3.9,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886567471",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.0,
      "end_s": 4.51,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए."
    },
    {
      "ucid": "21112178886567471",
      "idx": 5,
      "speaker": "agent",
      "start_s": 4.84,
      "end_s": 7.8,
      "text_en": "Yes, uh, good afternoon sir. Sudeep here from JSW One MSME Jindal Steel.",
      "text_native": "हां, uh, good afternoon sir. सुदीप here from JSW One MSME Jindal Steel."
    },
    {
      "ucid": "21112178886567471",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.18,
      "end_s": 8.68,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए."
    },
    {
      "ucid": "21112178886567471",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 12.5,
      "text_en": "Your company was registered on the portal, sir. So, let's say, are you planning anything in steel right now, sir, in HR material? 250?",
      "text_native": "ये आपका कंपनी रजिस्टर्ड था सर पोर्टल पर। अभी समझ लीजिए ना स्टील में कुछ प्लानिंग कर रहे हो सर HR material में? 250?"
    },
    {
      "ucid": "21112178886567471",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 13.7,
      "text_en": "Not right now. Not right now.",
      "text_native": "अभी तो नहीं है। अभी तो नहीं है।"
    },
    {
      "ucid": "21112178886567471",
      "idx": 9,
      "speaker": "agent",
      "start_s": 13.87,
      "end_s": 14.27,
      "text_en": "Not right now.",
      "text_native": "अभी नहीं है।"
    },
    {
      "ucid": "21112178886567471",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.3,
      "end_s": 15.1,
      "text_en": "I will let you know when it's required.",
      "text_native": "लगेगा तो मैं बताता हूं।"
    },
    {
      "ucid": "21112178886567471",
      "idx": 11,
      "speaker": "agent",
      "start_s": 15.1,
      "end_s": 15.4,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178886567471",
      "idx": 12,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 16.2,
      "text_en": "Not now.",
      "text_native": "अभी नहीं।"
    },
    {
      "ucid": "21112178886567471",
      "idx": 13,
      "speaker": "agent",
      "start_s": 16.4,
      "end_s": 19.2,
      "text_en": "Okay sir, not an issue. I will WhatsApp you, call on that number, okay?",
      "text_native": "Okay sir, not an issue. मैं आपको WhatsApp करता हूं वो नंबर पे कॉल करना है, ठीक है?"
    },
    {
      "ucid": "21112178886567471",
      "idx": 14,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 20.0,
      "text_en": "Yes, okay, okay.",
      "text_native": "हां ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178886567471",
      "idx": 15,
      "speaker": "agent",
      "start_s": 20.0,
      "end_s": 20.6,
      "text_en": "Okay, okay.",
      "text_native": "Okay, okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178886567471",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask if it was a good time to talk or use the customer's name."
    },
    {
      "ucid": "21112178886567471",
      "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 a requirement question."
    },
    {
      "ucid": "21112178886567471",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Customer declined to engage before any discovery questions could be asked."
    },
    {
      "ucid": "21112178886567471",
      "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 the agent could pitch any USPs as no discovery was done."
    },
    {
      "ucid": "21112178886567471",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "are you planning anything in steel right now, sir, in HR material? 250?",
      "comment": "Agent successfully asked if a current requirement exists, which the customer denied."
    },
    {
      "ucid": "21112178886567471",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I will WhatsApp you, call on that number, okay?",
      "comment": "The proposed next step was vague and did not include a specific callback time or a commitment to send a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178886567471",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Not right now. Not right now. I will let you know when it's required.",
      "response": "Okay sir, not an issue. I will WhatsApp you, call on that number, 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": []
}