{
  "ucid": "21112178886609261",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 16:44:52",
  "end_time": "2026-09-08 16:46:22",
  "duration_sec": 90,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbee357de95ace95966c517304332f79a.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 573,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178886609261__DIAbee357de95ace95966c517304332f79a.mp3",
  "audio_bytes": 218160,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 72.72,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Hello? Yes, am I speaking with Rishi Engineering, sir?   (हॅलो? हां, या ऋषि इंजीनियरिंग से बात कर रहे हैं सर?)\n[5s] CUSTOMER: Yes.   (जी।)\n[6s] AGENT: Sir, greetings. Abdul speaking, sir, from JSW One.   (सर नमस्कार, अब्दुल बात कर रहा हूं सर JSW One से।)\n[8s] CUSTOMER: Yes, yes.   (हां हां।)\n[9s] AGENT: Sir, do you have any requirement for steel? I called for that. Do you have any requirement for channel, sir, right now? A live requirement?   (सर कुछ रिक्वायरमेंट है क्या स्टील में? उसके लिए फोन किया था। चैनल में कुछ रिक्वायरमेंट है क्या सर अभी? लाइव रिक्वायरमेंट?)\n[13s] CUSTOMER: No sir, there is no requirement right now.   (नहीं सर, अभी नहीं है कोई रिक्वायरमेंट।)\n[15s] AGENT: Sir, if you want to buy, you should buy now. The rates are increasing in the market, sir. It's going to increase by two rupees from next week.   (अभी सर लेना है ले लीजिए, रेट वगेरह तो बढ़ रहा है सर अभी मार्केट में। दो रुपए बढ़ने वाला है अगले हफ्ते से।)\n[20s] CUSTOMER: Our season will end now.   (अभी हमारा अभी खत्म हो जाएगा सीजन।)\n[23s] AGENT: Okay, okay. So you don't want to buy right now, right?   (अच्छा अच्छा। तो अभी आप नहीं लेना चाह रहे हैं ना?)\n[25s] CUSTOMER: No, what happens is we work in the sugar industry. And everything will start in October now.   (नहीं, अभी क्या है शुगर इंडस्ट्री में काम करते हैं हम। और अक्टूबर में तो चालू हो जाएगा अभी सब।)\n[30s] AGENT: No, if you are planning something, you can take it, sir. Otherwise, what's happening is the rate, the iron ore rate is increasing, okay? Hmm hmm. So it would be better if you buy. Right now your rate is 62. After the coming 15th, it will increase by a maximum of one and a half rupees, a minimum of one and a half rupees will increase.   (नहीं अगर कोई प्लान कर रहे होंगे तो ले सकते हैं सर। अदरवाइज क्या है ना कि अभी रेट, आयरन ओर का रेट बढ़ रहा है, ठीक है? हम्म हम्म। सो ले लेंगे तो बेटर रहेगा। अभी आपका 62 का रेट चल रहा है। आने वाला 15 तारीख के मतलब बाद, डेढ़ रुपए मैक्सिमम बढ़ने वाला है, मिनिमम डेढ़ रुपए बढ़ेगा।)\n[38s] AGENT: So if you are planning something, sir, you can take it. You will get a good rate of 62 right now.   (तो अगर आप कुछ प्लान कर रहे हैं सर तो ले सकते हैं। अभी अच्छा रेट मिल जाएगा आपको 62 का।)\n[42s] CUSTOMER: There is no requirement right now, sir.   (अभी नहीं है सर कोई रिक्वायरमेंट।)\n[44s] AGENT: No problem, sir, no problem. Okay sir, thank you.   (कोई बात नहीं सर, कोई बात नहीं। ठीक है सर, थैंक यू।)\n[46s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: There is some minor background chatter on the agent's side, but it does not significantly impact 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 the customer tells you their season starts in October, use that information to schedule a specific follow-up call instead of ending 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 customer in the sugar industry who stated they had no immediate requirement as their season was ending. The customer mentioned their work would resume in October. The agent attempted to create urgency by citing an upcoming price increase but did not conduct discovery or establish a future follow-up, ending the call when the customer reiterated their lack of current need.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak or if it was a good time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a hook, instead opening with a direct requirement check.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions about the customer's business or needs.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only discussed a general market price increase.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, do you have any requirement for steel? I called for that. Do you have any requirement for channel, sir, right now? A live requirement?\", \"comment\": \"The agent successfully asked for a live requirement, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without any agreed next step, despite the customer indicating their season starts in October.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer tells you their season starts in October, use that information to schedule a specific follow-up call instead of ending 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\": [], \"call_summary\": \"The agent contacted a customer in the sugar industry who stated they had no immediate requirement as their season was ending. The customer mentioned their work would resume in October. The agent attempted to create urgency by citing an upcoming price increase but did not conduct discovery or establish a future follow-up, ending the call when the customer reiterated their lack of current need.\"}",
  "error": null,
  "latency_ms": 31736,
  "input_tokens": 3280,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:18:21",
  "sentiment": "negative",
  "sentiment_score": -0.453,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 10,
  "lex_hits": 5,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.711,
  "agent_talk_sec": 28.3,
  "customer_talk_sec": 11.5,
  "dead_air_sec": 50.2,
  "longest_monologue_sec": 11.4,
  "agent_wpm": 375.3,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 7,
  "words_agent": 177,
  "words_customer": 42,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178886609261",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.37,
      "end_s": 1.87,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178886609261",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.53,
      "end_s": 4.7,
      "text_en": "Hello? Yes, am I speaking with Rishi Engineering, sir?",
      "text_native": "हॅलो? हां, या ऋषि इंजीनियरिंग से बात कर रहे हैं सर?"
    },
    {
      "ucid": "21112178886609261",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.93,
      "end_s": 5.27,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.57,
      "end_s": 8.18,
      "text_en": "Sir, greetings. Abdul speaking, sir, from JSW One.",
      "text_native": "सर नमस्कार, अब्दुल बात कर रहा हूं सर JSW One से।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.43,
      "end_s": 8.9,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.0,
      "end_s": 12.7,
      "text_en": "Sir, do you have any requirement for steel? I called for that. Do you have any requirement for channel, sir, right now? A live requirement?",
      "text_native": "सर कुछ रिक्वायरमेंट है क्या स्टील में? उसके लिए फोन किया था। चैनल में कुछ रिक्वायरमेंट है क्या सर अभी? लाइव रिक्वायरमेंट?"
    },
    {
      "ucid": "21112178886609261",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 14.9,
      "text_en": "No sir, there is no requirement right now.",
      "text_native": "नहीं सर, अभी नहीं है कोई रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 7,
      "speaker": "agent",
      "start_s": 15.2,
      "end_s": 19.3,
      "text_en": "Sir, if you want to buy, you should buy now. The rates are increasing in the market, sir. It's going to increase by two rupees from next week.",
      "text_native": "अभी सर लेना है ले लीजिए, रेट वगेरह तो बढ़ रहा है सर अभी मार्केट में। दो रुपए बढ़ने वाला है अगले हफ्ते से।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 8,
      "speaker": "customer",
      "start_s": 19.9,
      "end_s": 22.0,
      "text_en": "Our season will end now.",
      "text_native": "अभी हमारा अभी खत्म हो जाएगा सीजन।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 9,
      "speaker": "agent",
      "start_s": 22.6,
      "end_s": 24.9,
      "text_en": "Okay, okay. So you don't want to buy right now, right?",
      "text_native": "अच्छा अच्छा। तो अभी आप नहीं लेना चाह रहे हैं ना?"
    },
    {
      "ucid": "21112178886609261",
      "idx": 10,
      "speaker": "customer",
      "start_s": 25.1,
      "end_s": 29.1,
      "text_en": "No, what happens is we work in the sugar industry. And everything will start in October now.",
      "text_native": "नहीं, अभी क्या है शुगर इंडस्ट्री में काम करते हैं हम। और अक्टूबर में तो चालू हो जाएगा अभी सब।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 11,
      "speaker": "agent",
      "start_s": 29.6,
      "end_s": 38.1,
      "text_en": "No, if you are planning something, you can take it, sir. Otherwise, what's happening is the rate, the iron ore rate is increasing, okay? Hmm hmm. So it would be better if you buy. Right now your rate is 62. After the coming 15th, it will increase by a maximum of one and a half rupees, a minimum of one and a half rupees will increase.",
      "text_native": "नहीं अगर कोई प्लान कर रहे होंगे तो ले सकते हैं सर। अदरवाइज क्या है ना कि अभी रेट, आयरन ओर का रेट बढ़ रहा है, ठीक है? हम्म हम्म। सो ले लेंगे तो बेटर रहेगा। अभी आपका 62 का रेट चल रहा है। आने वाला 15 तारीख के मतलब बाद, डेढ़ रुपए मैक्सिमम बढ़ने वाला है, मिनिमम डेढ़ रुपए बढ़ेगा।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 12,
      "speaker": "agent",
      "start_s": 38.1,
      "end_s": 41.0,
      "text_en": "So if you are planning something, sir, you can take it. You will get a good rate of 62 right now.",
      "text_native": "तो अगर आप कुछ प्लान कर रहे हैं सर तो ले सकते हैं। अभी अच्छा रेट मिल जाएगा आपको 62 का।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 13,
      "speaker": "customer",
      "start_s": 42.3,
      "end_s": 43.8,
      "text_en": "There is no requirement right now, sir.",
      "text_native": "अभी नहीं है सर कोई रिक्वायरमेंट।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 14,
      "speaker": "agent",
      "start_s": 44.1,
      "end_s": 46.1,
      "text_en": "No problem, sir, no problem. Okay sir, thank you.",
      "text_native": "कोई बात नहीं सर, कोई बात नहीं। ठीक है सर, थैंक यू।"
    },
    {
      "ucid": "21112178886609261",
      "idx": 15,
      "speaker": "customer",
      "start_s": 46.1,
      "end_s": 47.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178886609261",
      "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 or if it was a good time."
    },
    {
      "ucid": "21112178886609261",
      "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 lead with a hook, instead opening with a direct requirement check."
    },
    {
      "ucid": "21112178886609261",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions about the customer's business or needs."
    },
    {
      "ucid": "21112178886609261",
      "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; the agent only discussed a general market price increase."
    },
    {
      "ucid": "21112178886609261",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, do you have any requirement for steel? I called for that. Do you have any requirement for channel, sir, right now? A live requirement?",
      "comment": "The agent successfully asked for a live requirement, which the customer denied."
    },
    {
      "ucid": "21112178886609261",
      "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 any agreed next step, despite the customer indicating their season starts in October."
    }
  ],
  "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": [
    "rejection"
  ]
}