{
  "ucid": "21112178893577152",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 12:06:11",
  "end_time": "2026-09-09 12:07:41",
  "duration_sec": 90,
  "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/DIAc41a846e4899a5a8c02c07dfa2465226.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 524,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178893577152__DIAc41a846e4899a5a8c02c07dfa2465226.mp3",
  "audio_bytes": 203904,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 67.968,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[6s] CUSTOMER: Hello.   (हॅलो.)\n[7s] AGENT: Hello.   (हॅलो.)\n[9s] CUSTOMER: Hello.   (हॅलो.)\n[11s] AGENT: Hello.   (हॅलो.)\n[12s] CUSTOMER: Yes?   (हां जी?)\n[13s] AGENT: Did you dial the phone?   (फोन आपने मिलाया है?)\n[14s] CUSTOMER: Yes, yes, yes, one second. Uh.   (हां हां हां, एक सेकंड। अह)\n[17s] AGENT: Are you speaking from KK Industry?   (ये के के इंडस्ट्री से बात कर रहे हैं क्या?)\n[18s] CUSTOMER: Yes.   (हां।)\n[19s] AGENT: Yes, hello. This is Rohit Mishra speaking from JSW.   (जी नमस्ते, रोहित मिश्रा बात कर रहा हूं जे एस डब्लू से।)\n[21s] CUSTOMER: Brother, your phone is showing up as spam. Put it in the tea over here, brother. Look, there's tea here. This this.   (भाई आपका फोन तो उसमें आ रहा है यार, स्पैम। इधर चाय में लगा ले भाई। ये ये देखना इधर चाय है। ये ये)\n[26s] CUSTOMER: Yes?   (हां जी?)\n[27s] AGENT: Rohit Mishra ji, you to me   (रोहित मिश्रा जी आप मेरे को)\n[28s] CUSTOMER: Half... huh? There is a half requirement, brother.   (आधे हैं? आधी रिक्वायरमेंट है भाई साहब।)\n[30s] AGENT: I'll keep you on WhatsApp. If there's anything, please send it. Okay?   (मैं आपको WhatsApp करके रखता हूं। कुछ हो तो भेज दीजिए। ठीक है?)\n[33s] CUSTOMER: I need point eight, if there's any for cheap. Small sizes will also work.   (Point eight चाहिए सस्ते में कोई हो तो। छोटे साइज ही चलेंगे।)\n[35s] AGENT: Point eight CR?\n[36s] CUSTOMER: Is there any CR CR?   (कोई हैं CR CR?)\n[37s] AGENT: Okay, okay, okay. Okay.   (ठीक है, ठीक है, ठीक है। ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter, especially on the customer's side. The customer appears to be talking to someone else in the room at times.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer states a requirement upfront, you must take control back to fully qualify the need (quantity, width, location) before committing to a specific next action.",
  "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 called a manufacturing customer who, after a brief complaint about the call showing as spam, immediately stated a requirement for 0.8mm CR coil. The agent failed to conduct discovery or fully qualify the requirement. The call ended with a weak, non-committal offer to connect on WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"जी नमस्ते, रोहित मिश्रा बात कर रहा हूं जे एस डब्लू से।\", \"comment\": \"Agent introduced himself and JSW but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The hook was never delivered as the customer immediately stated a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions, only a clarifying question about the material type.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Point eight CR?\", \"comment\": \"Agent only partially qualified the need, capturing thickness and grade but not quantity, width, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"मैं आपको WhatsApp करके रखता हूं। कुछ हो तो भेज दीजिए। ठीक है?\", \"comment\": \"This is not a committed next step; it is passive and puts the onus on the customer to re-engage.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states a requirement upfront, you must take control back to fully qualify the need (quantity, width, location) before committing to a specific next action.\", \"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 called a manufacturing customer who, after a brief complaint about the call showing as spam, immediately stated a requirement for 0.8mm CR coil. The agent failed to conduct discovery or fully qualify the requirement. The call ended with a weak, non-committal offer to connect on WhatsApp.\"}",
  "error": null,
  "latency_ms": 33535,
  "input_tokens": 3056,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:16:10",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.429,
  "agent_talk_sec": 9.7,
  "customer_talk_sec": 12.9,
  "dead_air_sec": 67.4,
  "longest_monologue_sec": 2.2,
  "agent_wpm": 290.7,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 10,
  "discovery_qs": 4,
  "words_agent": 47,
  "words_customer": 60,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178893577152",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.83,
      "end_s": 6.33,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178893577152",
      "idx": 1,
      "speaker": "agent",
      "start_s": 7.01,
      "end_s": 7.41,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178893577152",
      "idx": 2,
      "speaker": "customer",
      "start_s": 8.81,
      "end_s": 9.21,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178893577152",
      "idx": 3,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 11.4,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178893577152",
      "idx": 4,
      "speaker": "customer",
      "start_s": 12.21,
      "end_s": 12.61,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.1,
      "end_s": 13.8,
      "text_en": "Did you dial the phone?",
      "text_native": "फोन आपने मिलाया है?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 16.0,
      "text_en": "Yes, yes, yes, one second. Uh.",
      "text_native": "हां हां हां, एक सेकंड। अह"
    },
    {
      "ucid": "21112178893577152",
      "idx": 7,
      "speaker": "agent",
      "start_s": 16.6,
      "end_s": 17.9,
      "text_en": "Are you speaking from KK Industry?",
      "text_native": "ये के के इंडस्ट्री से बात कर रहे हैं क्या?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 18.4,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178893577152",
      "idx": 9,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 20.6,
      "text_en": "Yes, hello. This is Rohit Mishra speaking from JSW.",
      "text_native": "जी नमस्ते, रोहित मिश्रा बात कर रहा हूं जे एस डब्लू से।"
    },
    {
      "ucid": "21112178893577152",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.1,
      "end_s": 25.5,
      "text_en": "Brother, your phone is showing up as spam. Put it in the tea over here, brother. Look, there's tea here. This this.",
      "text_native": "भाई आपका फोन तो उसमें आ रहा है यार, स्पैम। इधर चाय में लगा ले भाई। ये ये देखना इधर चाय है। ये ये"
    },
    {
      "ucid": "21112178893577152",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.4,
      "end_s": 26.8,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.2,
      "end_s": 28.4,
      "text_en": "Rohit Mishra ji, you to me",
      "text_native": "रोहित मिश्रा जी आप मेरे को"
    },
    {
      "ucid": "21112178893577152",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.4,
      "end_s": 29.8,
      "text_en": "Half... huh? There is a half requirement, brother.",
      "text_native": "आधे हैं? आधी रिक्वायरमेंट है भाई साहब।"
    },
    {
      "ucid": "21112178893577152",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 32.3,
      "text_en": "I'll keep you on WhatsApp. If there's anything, please send it. Okay?",
      "text_native": "मैं आपको WhatsApp करके रखता हूं। कुछ हो तो भेज दीजिए। ठीक है?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 15,
      "speaker": "customer",
      "start_s": 32.6,
      "end_s": 34.8,
      "text_en": "I need point eight, if there's any for cheap. Small sizes will also work.",
      "text_native": "Point eight चाहिए सस्ते में कोई हो तो। छोटे साइज ही चलेंगे।"
    },
    {
      "ucid": "21112178893577152",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 35.8,
      "text_en": "Point eight CR?",
      "text_native": "Point eight CR?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 17,
      "speaker": "customer",
      "start_s": 36.1,
      "end_s": 37.0,
      "text_en": "Is there any CR CR?",
      "text_native": "कोई हैं CR CR?"
    },
    {
      "ucid": "21112178893577152",
      "idx": 18,
      "speaker": "agent",
      "start_s": 37.4,
      "end_s": 38.6,
      "text_en": "Okay, okay, okay. Okay.",
      "text_native": "ठीक है, ठीक है, ठीक है। ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178893577152",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "जी नमस्ते, रोहित मिश्रा बात कर रहा हूं जे एस डब्लू से।",
      "comment": "Agent introduced himself and JSW but did not ask for permission to speak."
    },
    {
      "ucid": "21112178893577152",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The hook was never delivered as the customer immediately stated a requirement."
    },
    {
      "ucid": "21112178893577152",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions, only a clarifying question about the material type."
    },
    {
      "ucid": "21112178893577152",
      "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 no discovery was conducted."
    },
    {
      "ucid": "21112178893577152",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Point eight CR?",
      "comment": "Agent only partially qualified the need, capturing thickness and grade but not quantity, width, or location."
    },
    {
      "ucid": "21112178893577152",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "मैं आपको WhatsApp करके रखता हूं। कुछ हो तो भेज दीजिए। ठीक है?",
      "comment": "This is not a committed next step; it is passive and puts the onus on the customer to re-engage."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}