{
  "ucid": "21112178886595641",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 16:42:36",
  "end_time": "2026-09-08 16:44:04",
  "duration_sec": 88,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA9eb69353338b8e5711119f90fb0995cf.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 576,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886595641__DIA9eb69353338b8e5711119f90fb0995cf.mp3",
  "audio_bytes": 243864,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 81.288,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[16s] CUSTOMER: Hello.   (हॅलो.)\n[17s] AGENT: Hello, am I speaking with RS Engineering?   (हॅलो, आर एस इंजिनिअरिंग से बात हो रही है?)\n[19s] CUSTOMER: Yes, sir, tell me.   (हां, जी सर, बताइए।)\n[20s] AGENT: Sir, Ronak Mehta is speaking from JSW One.   (सर, रोनक मेहता बात कर रहा हूं JSW One से।)\n[22s] AGENT: You had an account with us but no transaction ever happened for material purchase.   (आपका अकाउंट था हमारे साथ में बट कुछ ट्रांजैक्शन कभी हुआ नहीं मटेरियल परचेस में।)\n[26s] AGENT: In steels, in HR sheets, in coils, something like that?   (स्टील्स में, HR शीट्स में, कॉइल्स में, ऐसे कुछ?)\n[29s] CUSTOMER: Was it not purchased or not sold?   (परचेस नहीं हुआ के सेल्स नहीं हुआ?)\n[31s] AGENT: No, you have never purchased from us. So for that reason, is there any plan of action, any plan for purchase right now?   (नहीं, आपका कभी हमारे से परचेस नहीं हुआ है। तो इसीलिए प्लान ऑफ एक्शन के लिए कुछ है प्लान अभी आपका परचेस में?)\n[36s] CUSTOMER: No, not right now.   (नहीं, अभी तो नहीं।)\n[38s] AGENT: Which material do you deal in, by the way?   (आप कौनसे मटेरियल में डील करते हैं वैसे?)\n[41s] CUSTOMER: You must have seen it in our profile, right?   (आपने देखा होगा ना हमारा प्रोफाइल के अंदर।)\n[43s] AGENT: I can see HR sheets. So, is there any requirement for that coming up?   (HR शीट्स तो दिख रही है मुझे। तो अभी कुछ रिक्वायरमेंट उसका आ रहा है?)\n[46s] AGENT: I can see HR sheets in this.   (HR शीट्स तो दिख रही है मुझे इसमें।)\n[48s] CUSTOMER: There are no HR sheets in our account at all.   (HR शीट है ही नहीं हमारे अकाउंट के अंदर।)\n[50s] AGENT: So, which product do you deal in?   (तो कौनसे प्रोडक्ट में डील करते हैं आप?)\n[52s] CUSTOMER: We deal in EOT cranes.   (हमारा EOT क्रेन के अंदर डील होता है।)\n[55s] AGENT: Okay.   (ओके।)\n[56s] CUSTOMER: Hmm.   (हम्म।)\n[57s] AGENT: Okay. So, which products do you take?   (ओके। तो कौनसे-कौनसे प्रोडक्ट्स आप लेते हैं?)\n[59s] AGENT: In material, in steel?   (मटेरियल में, स्टील में?)\n[61s] CUSTOMER: In steel,   (स्टील में तो)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some minor background office noise is present but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": "You must start every call by asking for permission to speak and then delivering the supply-led hook; skipping these first two steps prevents the conversation from ever getting started.",
  "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 lead who had not previously transacted. The agent skipped the permission and hook steps, and the customer stated they had no current requirement. The agent's attempt at discovery was cut short after the customer confirmed they manufacture EOT cranes but denied using the HR sheets the agent assumed from their profile. The call ended without establishing a 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 into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You had an account with us but no transaction ever happened for material purchase.\", \"comment\": \"The agent did not lead with a supply or price hook, instead using a generic 'you are in our database' opening.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"So, which product do you deal in?\", \"comment\": \"The agent only managed to ask what the customer manufactures before the call ended; no other discovery questions were attempted.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the call did not progress past the initial discovery attempt.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any plan of action, any plan for purchase right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, even though the customer's answer was no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must start every call by asking for permission to speak and then delivering the supply-led hook; skipping these first two steps prevents the conversation from ever getting started.\", \"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\": [], \"call_summary\": \"The agent contacted a lead who had not previously transacted. The agent skipped the permission and hook steps, and the customer stated they had no current requirement. The agent's attempt at discovery was cut short after the customer confirmed they manufacture EOT cranes but denied using the HR sheets the agent assumed from their profile. The call ended without establishing a next step.\"}",
  "error": null,
  "latency_ms": 26251,
  "input_tokens": 3202,
  "output_tokens": 735,
  "created_at": "2026-09-25 11:18:18",
  "sentiment": "negative",
  "sentiment_score": -0.331,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.714,
  "agent_talk_sec": 24.5,
  "customer_talk_sec": 9.8,
  "dead_air_sec": 53.7,
  "longest_monologue_sec": 7.3,
  "agent_wpm": 271.8,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 9,
  "discovery_qs": 8,
  "words_agent": 111,
  "words_customer": 43,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886595641",
      "idx": 0,
      "speaker": "customer",
      "start_s": 15.83,
      "end_s": 16.33,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178886595641",
      "idx": 1,
      "speaker": "agent",
      "start_s": 16.73,
      "end_s": 18.33,
      "text_en": "Hello, am I speaking with RS Engineering?",
      "text_native": "हॅलो, आर एस इंजिनिअरिंग से बात हो रही है?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 2,
      "speaker": "customer",
      "start_s": 18.73,
      "end_s": 19.53,
      "text_en": "Yes, sir, tell me.",
      "text_native": "हां, जी सर, बताइए।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 3,
      "speaker": "agent",
      "start_s": 19.53,
      "end_s": 21.23,
      "text_en": "Sir, Ronak Mehta is speaking from JSW One.",
      "text_native": "सर, रोनक मेहता बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 4,
      "speaker": "agent",
      "start_s": 21.93,
      "end_s": 25.23,
      "text_en": "You had an account with us but no transaction ever happened for material purchase.",
      "text_native": "आपका अकाउंट था हमारे साथ में बट कुछ ट्रांजैक्शन कभी हुआ नहीं मटेरियल परचेस में।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 5,
      "speaker": "agent",
      "start_s": 25.93,
      "end_s": 28.23,
      "text_en": "In steels, in HR sheets, in coils, something like that?",
      "text_native": "स्टील्स में, HR शीट्स में, कॉइल्स में, ऐसे कुछ?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 6,
      "speaker": "customer",
      "start_s": 29.13,
      "end_s": 30.53,
      "text_en": "Was it not purchased or not sold?",
      "text_native": "परचेस नहीं हुआ के सेल्स नहीं हुआ?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 7,
      "speaker": "agent",
      "start_s": 31.13,
      "end_s": 35.83,
      "text_en": "No, you have never purchased from us. So for that reason, is there any plan of action, any plan for purchase right now?",
      "text_native": "नहीं, आपका कभी हमारे से परचेस नहीं हुआ है। तो इसीलिए प्लान ऑफ एक्शन के लिए कुछ है प्लान अभी आपका परचेस में?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 8,
      "speaker": "customer",
      "start_s": 36.43,
      "end_s": 37.23,
      "text_en": "No, not right now.",
      "text_native": "नहीं, अभी तो नहीं।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 9,
      "speaker": "agent",
      "start_s": 37.93,
      "end_s": 39.83,
      "text_en": "Which material do you deal in, by the way?",
      "text_native": "आप कौनसे मटेरियल में डील करते हैं वैसे?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 10,
      "speaker": "customer",
      "start_s": 41.13,
      "end_s": 42.93,
      "text_en": "You must have seen it in our profile, right?",
      "text_native": "आपने देखा होगा ना हमारा प्रोफाइल के अंदर।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 11,
      "speaker": "agent",
      "start_s": 43.33,
      "end_s": 46.03,
      "text_en": "I can see HR sheets. So, is there any requirement for that coming up?",
      "text_native": "HR शीट्स तो दिख रही है मुझे। तो अभी कुछ रिक्वायरमेंट उसका आ रहा है?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 12,
      "speaker": "agent",
      "start_s": 46.03,
      "end_s": 47.63,
      "text_en": "I can see HR sheets in this.",
      "text_native": "HR शीट्स तो दिख रही है मुझे इसमें।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 13,
      "speaker": "customer",
      "start_s": 48.13,
      "end_s": 49.93,
      "text_en": "There are no HR sheets in our account at all.",
      "text_native": "HR शीट है ही नहीं हमारे अकाउंट के अंदर।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 14,
      "speaker": "agent",
      "start_s": 50.43,
      "end_s": 51.93,
      "text_en": "So, which product do you deal in?",
      "text_native": "तो कौनसे प्रोडक्ट में डील करते हैं आप?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 15,
      "speaker": "customer",
      "start_s": 52.23,
      "end_s": 54.03,
      "text_en": "We deal in EOT cranes.",
      "text_native": "हमारा EOT क्रेन के अंदर डील होता है।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 16,
      "speaker": "agent",
      "start_s": 54.53,
      "end_s": 54.93,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 17,
      "speaker": "customer",
      "start_s": 55.83,
      "end_s": 56.13,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178886595641",
      "idx": 18,
      "speaker": "agent",
      "start_s": 56.63,
      "end_s": 58.43,
      "text_en": "Okay. So, which products do you take?",
      "text_native": "ओके। तो कौनसे-कौनसे प्रोडक्ट्स आप लेते हैं?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 19,
      "speaker": "agent",
      "start_s": 58.93,
      "end_s": 59.93,
      "text_en": "In material, in steel?",
      "text_native": "मटेरियल में, स्टील में?"
    },
    {
      "ucid": "21112178886595641",
      "idx": 20,
      "speaker": "customer",
      "start_s": 61.03,
      "end_s": 61.63,
      "text_en": "In steel,",
      "text_native": "स्टील में तो"
    }
  ],
  "steps": [
    {
      "ucid": "21112178886595641",
      "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 into the reason for the call."
    },
    {
      "ucid": "21112178886595641",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "You had an account with us but no transaction ever happened for material purchase.",
      "comment": "The agent did not lead with a supply or price hook, instead using a generic 'you are in our database' opening."
    },
    {
      "ucid": "21112178886595641",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "So, which product do you deal in?",
      "comment": "The agent only managed to ask what the customer manufactures before the call ended; no other discovery questions were attempted."
    },
    {
      "ucid": "21112178886595641",
      "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 the call did not progress past the initial discovery attempt."
    },
    {
      "ucid": "21112178886595641",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "is there any plan of action, any plan for purchase right now?",
      "comment": "The agent successfully asked if a current requirement exists, even though the customer's answer was no."
    },
    {
      "ucid": "21112178886595641",
      "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 abruptly with no committed 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": []
}