{
  "ucid": "21112178887078341",
  "call_date": "2026-09-08",
  "start_time": "2026-09-08 18:03:03",
  "end_time": "2026-09-08 18:05:04",
  "duration_sec": 121,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA96fbdfff1d6af399dad9644b0a9af570.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 549,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178887078341__DIA96fbdfff1d6af399dad9644b0a9af570.mp3",
  "audio_bytes": 298728,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 99.576,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello?   (हॅलो?)\n[6s] AGENT: One second, hello?   (एक सेकंड, हॅलो?)\n[8s] CUSTOMER: Hello?   (हॅलो?)\n[8s] AGENT: Yes, am I speaking with Astra Astra Laser Tech?   (जी Astra Astra Laser Tech से बात कर रहे?)\n[10s] CUSTOMER: Yes.   (जी हां।)\n[11s] AGENT: Uh, I was calling from JSW One, hello.   (अ JSW One से बात कर रहा था, नमस्कार।)\n[13s] CUSTOMER: From where?   (कहां से?)\n[14s] AGENT: JSW One, Jindal Steel.\n[15s] CUSTOMER: Yes, yes.   (हां हां।)\n[16s] AGENT: Uh ma'am, your Astra Laser Tech was registered for quite some time, so I wanted to know a little, are you looking for any order for HR, CR, anything?   (अ मैम ये आपका Astra Laser Tech registered था काफी टाइम से, तो उसमें थोड़ा जानना था अभी कुछ ऑर्डर का देख रहे हैं HR, CR anything?)\n[22s] CUSTOMER: Uh, I can't hear your voice at all.   (अह आपका ना आवाज बिलकुल ही नहीं आ रहा है।)\n[24s] AGENT: One second.   (एक सेकंड।)\n[26s] AGENT: Hello, can you hear my voice now?   (हॅलो, अब आ रहा है आवाज?)\n[28s] CUSTOMER: Yes, speak.   (हां बोलिए।)\n[29s] AGENT: I am saying, are you looking for anything in HR or CR, in the mild steel segment, for an order right now?   (मैं कह रहा हूं कि HR या CR में, mild steel के segment में कुछ देख रहे हैं अभी ऑर्डर का?)\n[33s] CUSTOMER: Uh, right now, for the time being, there is no, I mean, requirement.   (अह अभी तो फिलहाल नहीं मतलब रिक्वायरमेंट है।)\n[36s] AGENT: Okay, when could it be, ma'am? Can you tell me a bit about your procurement plan? I mean, I will call once.   (अच्छा, कब हो सकता है मैम? एक बार मतलब थोड़ा अपना procurement plan बता सकते हैं? मतलब कॉल कर लूंगा एक बार।)\n[40s] CUSTOMER: I'll give you the number of our Nilesh Joshi, Nilesh Patil.   (मैं वो हमारे जो है निलेश जोशी, निलेश पाटिल, उनका नंबर देती हूं मैं।)\n[44s] AGENT: Who is he?   (वो कौन है?)\n[45s] CUSTOMER: He looks after purchase   (वो परचेस देखने)\n[46s] AGENT: Looks after purchase. Okay, tell me the number once.   (परचेस देखने। ठीक है, नंबर बता दो आप एक बार।)\n[48s] CUSTOMER: Yes, I will send you the number.   (हां, मैं नंबर सेंड करती हूं आपको।)\n[50s] AGENT: It won't be possible to send on this, that's why I'm saying.   (इसपे सेंड नहीं हो पाएगा, इसलिए मैं कह रहा हूं।)\n[52s] CUSTOMER: Why won't it be possible?   (क्यों नहीं हो पाएगा?)\n[53s] AGENT: This is not on WhatsApp, this is a caller ID from the company. Either I will send you a card from my number, you can send it on that.   (ये WhatsApp पे नहीं है, ये caller ID रहता है कंपनी की तरफ से। आप या तो मैं अपने नंबर से आपको कार्ड भेज दूंगा, उसपे भेज देना।)\n[58s] CUSTOMER: Okay, that will work.   (ठीक है, चलेगा।)\n[59s] AGENT: Okay? Okay.   (ठीक है? ओके।)\n[60s] CUSTOMER: Will work.   (चलेगा।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 28,
  "connected": 1,
  "audio_notes": "clear: The customer initially complains about the agent's voice volume, but it seems to resolve.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "28 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "Start your calls with a strong hook—a specific price or availability signal—to give the customer a reason to listen, instead of immediately asking for an order.",
  "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 registered lead, Astra Laser Tech, and spoke with a gatekeeper. The customer stated there was no current requirement and offered to share the contact details of the purchase manager. The agent successfully arranged a method to receive these details, agreeing to send their contact card for the customer to reply to.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh, I was calling from JSW One, hello.\", \"comment\": \"The agent identified themself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"are you looking for any order for HR, CR, anything?\", \"comment\": \"The agent did not provide a supply or price hook, instead asking directly for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent attempted to ask about the procurement plan, but no specific discovery questions were asked before the customer deflected to another contact.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage as no needs were discovered.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I am saying, are you looking for anything in HR or CR, in the mild steel segment, for an order right now?\", \"comment\": \"The agent successfully asked about a current requirement, and the customer confirmed there was none.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will send you a card from my number, you can send it on that.\", \"comment\": \"The agent established and got agreement on a clear next step to obtain the correct contact's details.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Start your calls with a strong hook—a specific price or availability signal—to give the customer a reason to listen, instead of immediately asking for an order.\", \"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\": [], \"call_summary\": \"The agent contacted a registered lead, Astra Laser Tech, and spoke with a gatekeeper. The customer stated there was no current requirement and offered to share the contact details of the purchase manager. The agent successfully arranged a method to receive these details, agreeing to send their contact card for the customer to reply to.\"}",
  "error": null,
  "latency_ms": 31421,
  "input_tokens": 3440,
  "output_tokens": 746,
  "created_at": "2026-09-25 11:17:16",
  "sentiment": "positive",
  "sentiment_score": 0.168,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 1,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.644,
  "agent_talk_sec": 27.3,
  "customer_talk_sec": 15.1,
  "dead_air_sec": 78.6,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 353.8,
  "interruptions": 0,
  "agent_turns": 14,
  "customer_turns": 14,
  "discovery_qs": 9,
  "words_agent": 161,
  "words_customer": 63,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178887078341",
      "idx": 0,
      "speaker": "customer",
      "start_s": 4.98,
      "end_s": 5.38,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 7.18,
      "text_en": "One second, hello?",
      "text_native": "एक सेकंड, हॅलो?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.6,
      "end_s": 7.9,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.08,
      "end_s": 9.6,
      "text_en": "Yes, am I speaking with Astra Astra Laser Tech?",
      "text_native": "जी Astra Astra Laser Tech से बात कर रहे?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.0,
      "end_s": 10.4,
      "text_en": "Yes.",
      "text_native": "जी हां।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.78,
      "end_s": 12.4,
      "text_en": "Uh, I was calling from JSW One, hello.",
      "text_native": "अ JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.7,
      "end_s": 13.26,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.5,
      "end_s": 14.7,
      "text_en": "JSW One, Jindal Steel.",
      "text_native": "JSW One, Jindal Steel."
    },
    {
      "ucid": "21112178887078341",
      "idx": 8,
      "speaker": "customer",
      "start_s": 15.3,
      "end_s": 15.7,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.1,
      "end_s": 20.4,
      "text_en": "Uh ma'am, your Astra Laser Tech was registered for quite some time, so I wanted to know a little, are you looking for any order for HR, CR, anything?",
      "text_native": "अ मैम ये आपका Astra Laser Tech registered था काफी टाइम से, तो उसमें थोड़ा जानना था अभी कुछ ऑर्डर का देख रहे हैं HR, CR anything?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.6,
      "end_s": 23.8,
      "text_en": "Uh, I can't hear your voice at all.",
      "text_native": "अह आपका ना आवाज बिलकुल ही नहीं आ रहा है।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 11,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 25.2,
      "text_en": "One second.",
      "text_native": "एक सेकंड।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 12,
      "speaker": "agent",
      "start_s": 26.4,
      "end_s": 27.6,
      "text_en": "Hello, can you hear my voice now?",
      "text_native": "हॅलो, अब आ रहा है आवाज?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.2,
      "end_s": 28.7,
      "text_en": "Yes, speak.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 14,
      "speaker": "agent",
      "start_s": 29.1,
      "end_s": 32.2,
      "text_en": "I am saying, are you looking for anything in HR or CR, in the mild steel segment, for an order right now?",
      "text_native": "मैं कह रहा हूं कि HR या CR में, mild steel के segment में कुछ देख रहे हैं अभी ऑर्डर का?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.8,
      "end_s": 35.8,
      "text_en": "Uh, right now, for the time being, there is no, I mean, requirement.",
      "text_native": "अह अभी तो फिलहाल नहीं मतलब रिक्वायरमेंट है।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 16,
      "speaker": "agent",
      "start_s": 36.2,
      "end_s": 39.8,
      "text_en": "Okay, when could it be, ma'am? Can you tell me a bit about your procurement plan? I mean, I will call once.",
      "text_native": "अच्छा, कब हो सकता है मैम? एक बार मतलब थोड़ा अपना procurement plan बता सकते हैं? मतलब कॉल कर लूंगा एक बार।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 17,
      "speaker": "customer",
      "start_s": 40.1,
      "end_s": 43.4,
      "text_en": "I'll give you the number of our Nilesh Joshi, Nilesh Patil.",
      "text_native": "मैं वो हमारे जो है निलेश जोशी, निलेश पाटिल, उनका नंबर देती हूं मैं।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 18,
      "speaker": "agent",
      "start_s": 43.9,
      "end_s": 44.4,
      "text_en": "Who is he?",
      "text_native": "वो कौन है?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 19,
      "speaker": "customer",
      "start_s": 45.4,
      "end_s": 46.2,
      "text_en": "He looks after purchase",
      "text_native": "वो परचेस देखने"
    },
    {
      "ucid": "21112178887078341",
      "idx": 20,
      "speaker": "agent",
      "start_s": 46.2,
      "end_s": 48.0,
      "text_en": "Looks after purchase. Okay, tell me the number once.",
      "text_native": "परचेस देखने। ठीक है, नंबर बता दो आप एक बार।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 21,
      "speaker": "customer",
      "start_s": 48.3,
      "end_s": 49.6,
      "text_en": "Yes, I will send you the number.",
      "text_native": "हां, मैं नंबर सेंड करती हूं आपको।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 22,
      "speaker": "agent",
      "start_s": 50.0,
      "end_s": 51.4,
      "text_en": "It won't be possible to send on this, that's why I'm saying.",
      "text_native": "इसपे सेंड नहीं हो पाएगा, इसलिए मैं कह रहा हूं।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 23,
      "speaker": "customer",
      "start_s": 52.2,
      "end_s": 53.0,
      "text_en": "Why won't it be possible?",
      "text_native": "क्यों नहीं हो पाएगा?"
    },
    {
      "ucid": "21112178887078341",
      "idx": 24,
      "speaker": "agent",
      "start_s": 53.2,
      "end_s": 58.0,
      "text_en": "This is not on WhatsApp, this is a caller ID from the company. Either I will send you a card from my number, you can send it on that.",
      "text_native": "ये WhatsApp पे नहीं है, ये caller ID रहता है कंपनी की तरफ से। आप या तो मैं अपने नंबर से आपको कार्ड भेज दूंगा, उसपे भेज देना।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 25,
      "speaker": "customer",
      "start_s": 58.3,
      "end_s": 59.0,
      "text_en": "Okay, that will work.",
      "text_native": "ठीक है, चलेगा।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 26,
      "speaker": "agent",
      "start_s": 59.2,
      "end_s": 59.8,
      "text_en": "Okay? Okay.",
      "text_native": "ठीक है? ओके।"
    },
    {
      "ucid": "21112178887078341",
      "idx": 27,
      "speaker": "customer",
      "start_s": 60.1,
      "end_s": 60.5,
      "text_en": "Will work.",
      "text_native": "चलेगा।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178887078341",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh, I was calling from JSW One, hello.",
      "comment": "The agent identified themself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178887078341",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "are you looking for any order for HR, CR, anything?",
      "comment": "The agent did not provide a supply or price hook, instead asking directly for a requirement."
    },
    {
      "ucid": "21112178887078341",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent attempted to ask about the procurement plan, but no specific discovery questions were asked before the customer deflected to another contact."
    },
    {
      "ucid": "21112178887078341",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage as no needs were discovered."
    },
    {
      "ucid": "21112178887078341",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I am saying, are you looking for anything in HR or CR, in the mild steel segment, for an order right now?",
      "comment": "The agent successfully asked about a current requirement, and the customer confirmed there was none."
    },
    {
      "ucid": "21112178887078341",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will send you a card from my number, you can send it on that.",
      "comment": "The agent established and got agreement on a clear next step to obtain the correct contact's details."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}