{
  "ucid": "21112178894892793",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 15:45:27",
  "end_time": "2026-09-09 15:46:18",
  "duration_sec": 51,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Call_back_later",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAddcb70205e1197e8da252a804f388fa1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 485,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178894892793__DIAddcb70205e1197e8da252a804f388fa1.mp3",
  "audio_bytes": 87264,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 29.088,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello, uh Color Sign Enterprises?   (हेलो, अ कलर साइन एंटरप्राइजेस?)\n[3s] CUSTOMER: Yes, speak.   (हां, बोलिए।)\n[3s] AGENT: Uh Pravin sir, Sudip speaking from JSW One platform, Mumbai.   (अ प्रवीण सर, सुदीप बोल रहा हूं JSW One प्लेटफॉर्म मुंबई से।)\n[6s] CUSTOMER: Hmm, go on.   (हम्म, बोलिए ना।)\n[7s] AGENT: Your company was registered, sir, on our portal for the Pune location.   (ये आपका कंपनी रजिस्टर था सर पोर्टल पर हमारे पुणे लोकेशन के लिए।)\n[9s] CUSTOMER: Right now there is no requirement for coil. I got a call in between, I had told them.   (अभी नहीं है coil कोई रिक्वायरमेंट। बीच में फोन आया था, बताया था।)\n[12s] AGENT: Oh, did you have a conversation? Okay okay.   (अच्छा, हुआ था क्या बात? ओके ओके।)\n[14s] CUSTOMER: No, there is no requirement right now. It will take about one, one and a half months.   (नहीं, अभी नहीं रिक्वायरमेंट है। थोड़ा एक-आध, डेढ़ महीना लगेगा।)\n[16s] AGENT: It will take another one and a half months. Okay sir. Okay. Thank you.   (और एक-डेढ़ महीना लगेगा। ठीक है सर। ओके। थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: The agent's voice is slightly softer than the customer's, but both are clearly audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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": "[\"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 the customer gives you a moment to speak, you must use it to deliver the value hook (e.g., price or availability) instead of a neutral statement like 'you were registered on our portal'.",
  "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": "1-1.5 months",
  "agent_committed_date": null,
  "call_summary": "The agent introduced themself to the customer. The customer immediately stated they have no current requirement for coil but might in 1-1.5 months. The agent acknowledged the timeline and ended the call without attempting discovery or setting a firm callback.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Pravin sir, Sudip speaking from JSW One platform, Mumbai.\", \"comment\": \"Agent successfully greeted, used the customer's name, and identified JSW One before the customer cut in.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead using the neutral opening 'Your company was registered...'\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer shut down the conversation before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the point where USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer pre-emptively stated they had no requirement, and the agent did not attempt to qualify further.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"It will take another one and a half months. Okay sir. Okay. Thank you.\", \"comment\": \"Agent did not set a committed next step, only passively acknowledged the customer's timeline before ending the call.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer gives you a moment to speak, you must use it to deliver the value hook (e.g., price or availability) instead of a neutral statement like 'you were registered on our portal'.\", \"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\": \"1-1.5 months\", \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent introduced themself to the customer. The customer immediately stated they have no current requirement for coil but might in 1-1.5 months. The agent acknowledged the timeline and ended the call without attempting discovery or setting a firm callback.\"}",
  "error": null,
  "latency_ms": 37277,
  "input_tokens": 2874,
  "output_tokens": 721,
  "created_at": "2026-09-25 11:14:23",
  "sentiment": "negative",
  "sentiment_score": -0.477,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 12,
  "lex_hits": 3,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.624,
  "agent_talk_sec": 10.6,
  "customer_talk_sec": 6.4,
  "dead_air_sec": 34.0,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 277.4,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 49,
  "words_customer": 41,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894892793",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.33,
      "end_s": 0.83,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178894892793",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.18,
      "end_s": 2.38,
      "text_en": "Hello, uh Color Sign Enterprises?",
      "text_native": "हेलो, अ कलर साइन एंटरप्राइजेस?"
    },
    {
      "ucid": "21112178894892793",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.59,
      "end_s": 3.0,
      "text_en": "Yes, speak.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.4,
      "end_s": 5.84,
      "text_en": "Uh Pravin sir, Sudip speaking from JSW One platform, Mumbai.",
      "text_native": "अ प्रवीण सर, सुदीप बोल रहा हूं JSW One प्लेटफॉर्म मुंबई से।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.0,
      "end_s": 6.61,
      "text_en": "Hmm, go on.",
      "text_native": "हम्म, बोलिए ना।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.79,
      "end_s": 9.24,
      "text_en": "Your company was registered, sir, on our portal for the Pune location.",
      "text_native": "ये आपका कंपनी रजिस्टर था सर पोर्टल पर हमारे पुणे लोकेशन के लिए।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.43,
      "end_s": 12.23,
      "text_en": "Right now there is no requirement for coil. I got a call in between, I had told them.",
      "text_native": "अभी नहीं है coil कोई रिक्वायरमेंट। बीच में फोन आया था, बताया था।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.38,
      "end_s": 13.83,
      "text_en": "Oh, did you have a conversation? Okay okay.",
      "text_native": "अच्छा, हुआ था क्या बात? ओके ओके।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.2,
      "end_s": 16.24,
      "text_en": "No, there is no requirement right now. It will take about one, one and a half months.",
      "text_native": "नहीं, अभी नहीं रिक्वायरमेंट है। थोड़ा एक-आध, डेढ़ महीना लगेगा।"
    },
    {
      "ucid": "21112178894892793",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.46,
      "end_s": 19.5,
      "text_en": "It will take another one and a half months. Okay sir. Okay. Thank you.",
      "text_native": "और एक-डेढ़ महीना लगेगा। ठीक है सर। ओके। थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178894892793",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh Pravin sir, Sudip speaking from JSW One platform, Mumbai.",
      "comment": "Agent successfully greeted, used the customer's name, and identified JSW One before the customer cut in."
    },
    {
      "ucid": "21112178894892793",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not deliver a supply or price hook, instead using the neutral opening 'Your company was registered...'"
    },
    {
      "ucid": "21112178894892793",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer shut down the conversation before any discovery questions could be asked."
    },
    {
      "ucid": "21112178894892793",
      "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 point where USPs could be pitched."
    },
    {
      "ucid": "21112178894892793",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer pre-emptively stated they had no requirement, and the agent did not attempt to qualify further."
    },
    {
      "ucid": "21112178894892793",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "It will take another one and a half months. Okay sir. Okay. Thank you.",
      "comment": "Agent did not set a committed next step, only passively acknowledged the customer's timeline before ending the call."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": [
    "rejection"
  ]
}