{
  "ucid": "21112178893615661",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 12:12:36",
  "end_time": "2026-09-09 12:14:01",
  "duration_sec": 85,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Onboarded",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAc40671ae1b8296c06c51bc74ddfe47ef.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 522,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178893615661__DIAc40671ae1b8296c06c51bc74ddfe47ef.mp3",
  "audio_bytes": 157248,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 52.416,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Yes   (हा)\n[3s] AGENT: Uh sir, I'm calling from JSW One, sir.   (अ सर JSW One मधून बोलतोय सर.)\n[5s] CUSTOMER: Hmm   (हम्म)\n[6s] AGENT: Uh, is sir there?   (अ साहेब आहेत?)\n[7s] AGENT: Hello, sir can you hear me?   (हॅलो, सर आवाज येतोय?)\n[8s] CUSTOMER: Is the voice coming?   (येतोय का आवाज?)\n[9s] AGENT: Yes sir, it's coming now. Was I supposed to speak from Matoshree Enterprise, sir?   (हो सर आता येतोय. मातोश्री एंटरप्राइज मधून बोलणं होतं का माझं सर?)\n[12s] CUSTOMER: Yes, yes, speaking.   (हो हो बोलतोय.)\n[13s] AGENT: Uh sir, I had actually called to ask you. Uh, that actually, one of our opportunities was open, right?   (अ साहेब मी ऍक्च्युली कॉल केला होता तुम्हाला विचारायला. अ ते ऍक्च्युली आपली एक opportunity open होती ना.)\n[17s] CUSTOMER: Hmm hmm.   (हम्म हम्म.)\n[18s] AGENT: So I am calling from the support team. So do we need any additional support in this for closure, sir?   (तर मी support team मधून बोलतोय. तर काय आपल्याला additional support हवा आहे का सर याच्या मध्ये closure साठी?)\n[22s] CUSTOMER: No no, I have received your quotation. I will work on it and let you know.   (नाही नाही, quotation भेटलंय तुमचं मला. मला त्याच्यावरती workout करून तुम्हाला कळवतो.)\n[25s] AGENT: No problem, sir. If there's anything, you can also speak to Sudeep sir once. I am actually calling from the back-end team for them, the call was made by the system, sir.   (काय हरकत नाही साहेब. काय असेल तर तुम्ही एकदा सुदीप सरांना पण बोलू शकता. मी ऍक्च्युली back-end team मधून बोलतोय ना त्यांच्यासाठी system नी कॉल केला होता साहेब.)\n[31s] CUSTOMER: Okay, okay, will do.   (ठीक आहे ठीक आहे, चालेल.)\n[32s] AGENT: Done sir, done. Yes.   (Done सर, done. हा.)",
  "language": "Marathi",
  "languages": "[\"Marathi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the agent's side, but it does not impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 turns, clean transcript (0% inaudible)",
  "band_language": "Marathi",
  "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": "On follow-up calls, when a customer says they will 'think about it', you must propose a specific time for the next call to keep the deal moving forward.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "This was a follow-up call regarding an existing quotation for Matoshree Enterprise. The agent asked if support was needed for closure, and the customer replied they would review the quote and get back to them. The agent accepted this and ended the call without setting a concrete next step, contradicting the 'Onboarded' disposition.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, I'm calling from JSW One, sir.\", \"comment\": \"The agent identified JSW One and the customer's company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not use a hook, instead stating the call was a follow-up on an existing opportunity.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only asked if support was needed for closure.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not attempt to qualify a requirement, as the call was a follow-up on an existing quote.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Done sir, done. Yes.\", \"comment\": \"The agent accepted the customer's vague 'I will let you know' without proposing a specific, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On follow-up calls, when a customer says they will 'think about it', you must propose a specific time for the next call to keep the deal moving forward.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"I have received your quotation. I will work on it and let you know.\", \"response\": \"No problem, sir. If there's anything, you can also speak to Sudeep sir once.\"}], \"call_summary\": \"This was a follow-up call regarding an existing quotation for Matoshree Enterprise. The agent asked if support was needed for closure, and the customer replied they would review the quote and get back to them. The agent accepted this and ended the call without setting a concrete next step, contradicting the 'Onboarded' disposition.\"}",
  "error": null,
  "latency_ms": 37477,
  "input_tokens": 3129,
  "output_tokens": 794,
  "created_at": "2026-09-25 11:16:03",
  "sentiment": "positive",
  "sentiment_score": 0.3,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.751,
  "agent_talk_sec": 21.7,
  "customer_talk_sec": 7.2,
  "dead_air_sec": 56.1,
  "longest_monologue_sec": 5.8,
  "agent_wpm": 301.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 5,
  "words_agent": 109,
  "words_customer": 32,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178893615661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.88,
      "end_s": 1.28,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178893615661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.68,
      "end_s": 2.08,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178893615661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.28,
      "end_s": 2.58,
      "text_en": "Yes",
      "text_native": "हा"
    },
    {
      "ucid": "21112178893615661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.68,
      "end_s": 4.38,
      "text_en": "Uh sir, I'm calling from JSW One, sir.",
      "text_native": "अ सर JSW One मधून बोलतोय सर."
    },
    {
      "ucid": "21112178893615661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.88,
      "end_s": 5.18,
      "text_en": "Hmm",
      "text_native": "हम्म"
    },
    {
      "ucid": "21112178893615661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.58,
      "end_s": 6.28,
      "text_en": "Uh, is sir there?",
      "text_native": "अ साहेब आहेत?"
    },
    {
      "ucid": "21112178893615661",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.88,
      "end_s": 7.98,
      "text_en": "Hello, sir can you hear me?",
      "text_native": "हॅलो, सर आवाज येतोय?"
    },
    {
      "ucid": "21112178893615661",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.28,
      "end_s": 9.08,
      "text_en": "Is the voice coming?",
      "text_native": "येतोय का आवाज?"
    },
    {
      "ucid": "21112178893615661",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.18,
      "end_s": 11.88,
      "text_en": "Yes sir, it's coming now. Was I supposed to speak from Matoshree Enterprise, sir?",
      "text_native": "हो सर आता येतोय. मातोश्री एंटरप्राइज मधून बोलणं होतं का माझं सर?"
    },
    {
      "ucid": "21112178893615661",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.08,
      "end_s": 12.88,
      "text_en": "Yes, yes, speaking.",
      "text_native": "हो हो बोलतोय."
    },
    {
      "ucid": "21112178893615661",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.08,
      "end_s": 17.08,
      "text_en": "Uh sir, I had actually called to ask you. Uh, that actually, one of our opportunities was open, right?",
      "text_native": "अ साहेब मी ऍक्च्युली कॉल केला होता तुम्हाला विचारायला. अ ते ऍक्च्युली आपली एक opportunity open होती ना."
    },
    {
      "ucid": "21112178893615661",
      "idx": 11,
      "speaker": "customer",
      "start_s": 17.18,
      "end_s": 17.58,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म."
    },
    {
      "ucid": "21112178893615661",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.68,
      "end_s": 21.58,
      "text_en": "So I am calling from the support team. So do we need any additional support in this for closure, sir?",
      "text_native": "तर मी support team मधून बोलतोय. तर काय आपल्याला additional support हवा आहे का सर याच्या मध्ये closure साठी?"
    },
    {
      "ucid": "21112178893615661",
      "idx": 13,
      "speaker": "customer",
      "start_s": 21.88,
      "end_s": 25.08,
      "text_en": "No no, I have received your quotation. I will work on it and let you know.",
      "text_native": "नाही नाही, quotation भेटलंय तुमचं मला. मला त्याच्यावरती workout करून तुम्हाला कळवतो."
    },
    {
      "ucid": "21112178893615661",
      "idx": 14,
      "speaker": "agent",
      "start_s": 25.28,
      "end_s": 31.08,
      "text_en": "No problem, sir. If there's anything, you can also speak to Sudeep sir once. I am actually calling from the back-end team for them, the call was made by the system, sir.",
      "text_native": "काय हरकत नाही साहेब. काय असेल तर तुम्ही एकदा सुदीप सरांना पण बोलू शकता. मी ऍक्च्युली back-end team मधून बोलतोय ना त्यांच्यासाठी system नी कॉल केला होता साहेब."
    },
    {
      "ucid": "21112178893615661",
      "idx": 15,
      "speaker": "customer",
      "start_s": 31.28,
      "end_s": 32.28,
      "text_en": "Okay, okay, will do.",
      "text_native": "ठीक आहे ठीक आहे, चालेल."
    },
    {
      "ucid": "21112178893615661",
      "idx": 16,
      "speaker": "agent",
      "start_s": 32.48,
      "end_s": 33.88,
      "text_en": "Done sir, done. Yes.",
      "text_native": "Done सर, done. हा."
    }
  ],
  "steps": [
    {
      "ucid": "21112178893615661",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, I'm calling from JSW One, sir.",
      "comment": "The agent identified JSW One and the customer's company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178893615661",
      "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 use a hook, instead stating the call was a follow-up on an existing opportunity."
    },
    {
      "ucid": "21112178893615661",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked; the agent only asked if support was needed for closure."
    },
    {
      "ucid": "21112178893615661",
      "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 during the call."
    },
    {
      "ucid": "21112178893615661",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not attempt to qualify a requirement, as the call was a follow-up on an existing quote."
    },
    {
      "ucid": "21112178893615661",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Done sir, done. Yes.",
      "comment": "The agent accepted the customer's vague 'I will let you know' without proposing a specific, committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178893615661",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "I have received your quotation. I will work on it and let you know.",
      "response": "No problem, sir. If there's anything, you can also speak to Sudeep sir once."
    }
  ],
  "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": []
}