{
  "ucid": "21112178894239051",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 13:56:30",
  "end_time": "2026-09-09 13:57:57",
  "duration_sec": 87,
  "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa6306e0ae3fe1f3e6c84474bcab5e313.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 502,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178894239051__DIAa6306e0ae3fe1f3e6c84474bcab5e313.mp3",
  "audio_bytes": 176688,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 58.896,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello.\n[1s] CUSTOMER: Say it.   (बोलो ना।)\n[2s] AGENT: Uh sir, I was calling from JSW.   (अह सर JSW से बात कर रहा था।)\n[4s] CUSTOMER: Yes, speak.   (बोलिए जी।)\n[5s] AGENT: Am I speaking with K7 ki auto bodies?   (K7 की auto bodies में बात हो रही है मेरी?)\n[7s] CUSTOMER: Correct.   (बरोबर।)\n[7s] AGENT: Uh sir, were you looking for any requirement in sheet metals etc.?   (अह सर कुछ requirement देख रहे थे sheet metals वगेरा में?)\n[9s] CUSTOMER: Sir, your rate is more expensive than here. I don't know from where what comes, but your rate is expensive.   (सर आपका rate है ना यहां से ज्यादा महंगा पड़ता है। पता नहीं कहां से क्या आता है, लेकिन आपका rate महंगा पड़ता है।)\n[16s] AGENT: How much difference is there in the pricing, sir?   (कितने difference आता है सर pricing में?)\n[17s] CUSTOMER: Huh?   (हां?)\n[18s] AGENT: How many rupees of difference is there, boss?   (कितने रुपए का difference आता है मालिक?)\n[20s] CUSTOMER: What is your rate now?   (अभी क्या है आपका rate?)\n[21s] CUSTOMER: What thing? That 1540 one, 1540 by 2500 cut sheet.   (क्या चीज? वो 1540 वाला, 1540 by 2500 वाला cut sheet.)\n[24s] AGENT: What thickness is needed?   (Thickness कितना लगेगा?)\n[26s] CUSTOMER: Just ten seconds... tell me what rate you give.   (Just ten second... बताओ क्या rate देते हो।)\n[27s] AGENT: Thickness?\n[28s] CUSTOMER: 1 mm.\n[28s] AGENT: 1 mm, right?   (1 mm ना?)\n[29s] CUSTOMER: Yes sir.   (हो सर।)\n[30s] AGENT: This will cost us 78, sir.   (ये पड़ जाएगा सर अपने को 78.)\n[32s] CUSTOMER: Yes.   (हां।)\n[32s] CUSTOMER: The rate is high, sir.   (Rate ज्यादा है सर जी आपका।)\n[34s] AGENT: How much?   (कितना?)\n[35s] CUSTOMER: No sir, let it be sir. I don't have that much time for expression. It's expensive, sir. Sorry.   (नहीं सर रहने दो सर। मेरे को उतना expression करने के लिए time नहीं है। महंगा है सर आपका। Sorry.)\n[38s] AGENT: Okay sir, I'll... your account...   (ठीक है सर, मैं आपका account...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 25,
  "connected": 1,
  "audio_notes": "clear: Some background noise on the customer's line, but the speech is intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "25 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 opens with a price objection, acknowledge it but pivot back to discovery to understand their needs before quoting a price. This gives you the context to build value and handle the objection properly.",
  "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 representative from K7 Auto Bodies, who immediately objected that JSW's prices are too high. The agent quoted a price of 78 for a 1mm cut sheet, which the customer again rejected as expensive before ending the call. The agent failed to follow the pitch structure, conduct discovery, or effectively handle the price objection.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, were you looking for any requirement in sheet metals etc.?\", \"comment\": \"The agent did not ask for permission to speak, instead jumping directly into a qualifying question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook; the customer pre-empted with a price objection and the agent reacted to that instead.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions, instead getting drawn into a transactional price discussion.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was done, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"What thickness is needed?\", \"comment\": \"While the agent asked if a requirement existed and asked for thickness, they failed to capture other critical details like grade, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir, I'll... your account...\", \"comment\": \"The call ended without a committed next step; the agent's closing statement was cut short and vague.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer opens with a price objection, acknowledge it but pivot back to discovery to understand their needs before quoting a price. This gives you the context to build value and handle the objection properly.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Sir, your rate is more expensive than here.\", \"response\": \"How much difference is there in the pricing, sir?\"}], \"call_summary\": \"The agent contacted a representative from K7 Auto Bodies, who immediately objected that JSW's prices are too high. The agent quoted a price of 78 for a 1mm cut sheet, which the customer again rejected as expensive before ending the call. The agent failed to follow the pitch structure, conduct discovery, or effectively handle the price objection.\"}",
  "error": null,
  "latency_ms": 31986,
  "input_tokens": 3219,
  "output_tokens": 807,
  "created_at": "2026-09-25 11:15:11",
  "sentiment": "negative",
  "sentiment_score": -0.642,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 24,
  "lex_hits": 12,
  "objection_phrases": "[\"price\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.38,
  "agent_talk_sec": 13.6,
  "customer_talk_sec": 22.2,
  "dead_air_sec": 51.2,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 286.8,
  "interruptions": 0,
  "agent_turns": 11,
  "customer_turns": 14,
  "discovery_qs": 8,
  "words_agent": 65,
  "words_customer": 79,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894239051",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.48,
      "end_s": 0.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178894239051",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.2,
      "end_s": 1.62,
      "text_en": "Say it.",
      "text_native": "बोलो ना।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 3.56,
      "text_en": "Uh sir, I was calling from JSW.",
      "text_native": "अह सर JSW से बात कर रहा था।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.89,
      "end_s": 4.49,
      "text_en": "Yes, speak.",
      "text_native": "बोलिए जी।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 4,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 6.46,
      "text_en": "Am I speaking with K7 ki auto bodies?",
      "text_native": "K7 की auto bodies में बात हो रही है मेरी?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 5,
      "speaker": "customer",
      "start_s": 6.56,
      "end_s": 7.0,
      "text_en": "Correct.",
      "text_native": "बरोबर।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 6,
      "speaker": "agent",
      "start_s": 7.2,
      "end_s": 9.1,
      "text_en": "Uh sir, were you looking for any requirement in sheet metals etc.?",
      "text_native": "अह सर कुछ requirement देख रहे थे sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.1,
      "end_s": 15.0,
      "text_en": "Sir, your rate is more expensive than here. I don't know from where what comes, but your rate is expensive.",
      "text_native": "सर आपका rate है ना यहां से ज्यादा महंगा पड़ता है। पता नहीं कहां से क्या आता है, लेकिन आपका rate महंगा पड़ता है।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 17.0,
      "text_en": "How much difference is there in the pricing, sir?",
      "text_native": "कितने difference आता है सर pricing में?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 9,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 17.4,
      "text_en": "Huh?",
      "text_native": "हां?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.5,
      "end_s": 19.0,
      "text_en": "How many rupees of difference is there, boss?",
      "text_native": "कितने रुपए का difference आता है मालिक?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 20.5,
      "text_en": "What is your rate now?",
      "text_native": "अभी क्या है आपका rate?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 12,
      "speaker": "customer",
      "start_s": 21.0,
      "end_s": 24.5,
      "text_en": "What thing? That 1540 one, 1540 by 2500 cut sheet.",
      "text_native": "क्या चीज? वो 1540 वाला, 1540 by 2500 वाला cut sheet."
    },
    {
      "ucid": "21112178894239051",
      "idx": 13,
      "speaker": "agent",
      "start_s": 24.5,
      "end_s": 25.5,
      "text_en": "What thickness is needed?",
      "text_native": "Thickness कितना लगेगा?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 14,
      "speaker": "customer",
      "start_s": 25.5,
      "end_s": 27.0,
      "text_en": "Just ten seconds... tell me what rate you give.",
      "text_native": "Just ten second... बताओ क्या rate देते हो।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 15,
      "speaker": "agent",
      "start_s": 27.0,
      "end_s": 27.5,
      "text_en": "Thickness?",
      "text_native": "Thickness?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 28.5,
      "text_en": "1 mm.",
      "text_native": "1 mm."
    },
    {
      "ucid": "21112178894239051",
      "idx": 17,
      "speaker": "agent",
      "start_s": 28.5,
      "end_s": 29.0,
      "text_en": "1 mm, right?",
      "text_native": "1 mm ना?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 18,
      "speaker": "customer",
      "start_s": 29.0,
      "end_s": 30.0,
      "text_en": "Yes sir.",
      "text_native": "हो सर।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 19,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 32.0,
      "text_en": "This will cost us 78, sir.",
      "text_native": "ये पड़ जाएगा सर अपने को 78."
    },
    {
      "ucid": "21112178894239051",
      "idx": 20,
      "speaker": "customer",
      "start_s": 32.0,
      "end_s": 32.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 21,
      "speaker": "customer",
      "start_s": 32.5,
      "end_s": 34.5,
      "text_en": "The rate is high, sir.",
      "text_native": "Rate ज्यादा है सर जी आपका।"
    },
    {
      "ucid": "21112178894239051",
      "idx": 22,
      "speaker": "agent",
      "start_s": 34.5,
      "end_s": 35.0,
      "text_en": "How much?",
      "text_native": "कितना?"
    },
    {
      "ucid": "21112178894239051",
      "idx": 23,
      "speaker": "customer",
      "start_s": 35.0,
      "end_s": 38.5,
      "text_en": "No sir, let it be sir. I don't have that much time for expression. It's expensive, sir. Sorry.",
      "text_native": "नहीं सर रहने दो सर। मेरे को उतना expression करने के लिए time नहीं है। महंगा है सर आपका। Sorry."
    },
    {
      "ucid": "21112178894239051",
      "idx": 24,
      "speaker": "agent",
      "start_s": 38.5,
      "end_s": 39.5,
      "text_en": "Okay sir, I'll... your account...",
      "text_native": "ठीक है सर, मैं आपका account..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178894239051",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, were you looking for any requirement in sheet metals etc.?",
      "comment": "The agent did not ask for permission to speak, instead jumping directly into a qualifying question."
    },
    {
      "ucid": "21112178894239051",
      "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 deliver a supply or price hook; the customer pre-empted with a price objection and the agent reacted to that instead."
    },
    {
      "ucid": "21112178894239051",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the six required discovery questions, instead getting drawn into a transactional price discussion."
    },
    {
      "ucid": "21112178894239051",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was done, and consequently no relevant USPs were pitched."
    },
    {
      "ucid": "21112178894239051",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "What thickness is needed?",
      "comment": "While the agent asked if a requirement existed and asked for thickness, they failed to capture other critical details like grade, quantity, or location."
    },
    {
      "ucid": "21112178894239051",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir, I'll... your account...",
      "comment": "The call ended without a committed next step; the agent's closing statement was cut short and vague."
    }
  ],
  "objections": [
    {
      "ucid": "21112178894239051",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Sir, your rate is more expensive than here.",
      "response": "How much difference is there in the pricing, sir?"
    }
  ],
  "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": [
    "price"
  ]
}