{
  "ucid": "21112178894985451",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 16:00:54",
  "end_time": "2026-09-09 16:02:17",
  "duration_sec": 83,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "ankit mistry",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7e3178d87837e82b1f1a811ccc58d134.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 483,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178894985451__DIA7e3178d87837e82b1f1a811ccc58d134.mp3",
  "audio_bytes": 200448,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 66.816,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[3s] CUSTOMER: Hello.   (हॅलो.)\n[4s] AGENT: Hello.   (हॅलो.)\n[4s] AGENT: Yes, Vishwakarma Engineering?   (हां, विश्वकर्मा इंजीनियरिंग?)\n[6s] CUSTOMER: Yes.   (हां जी.)\n[6s] AGENT: Mr. Sharma, hi, good afternoon. I am Ankit Mistry calling from JSW Steel, Mumbai.   (शर्मा जी, हाय, गुड आफ्टरनून। मैं अंकित मिस्त्री बात कर रहा हूं जे एस डब्ल्यू स्टील से, मुंबई।)\n[10s] CUSTOMER: Yes yes, right right.   (जी जी, हां हां।)\n[11s] AGENT: Mr. Sharma, I had spoken to you two months ago, so as the month has now changed, are you currently looking for any requirement in HR?   (शर्मा जी, आपसे मेरी बात हुई थी दो महीने पहले, तो जैसे अभी मंथ चेंज हुआ है, तो करेंटली आप कुछ रिक्वायरमेंट में देख रहे हो एचआर में?)\n[16s] CUSTOMER: Yes, yes.   (हां हां।)\n[17s] AGENT: Uh okay. So what is your requirement in HR? What is the size and thickness? I can quote you accordingly.   (अ ओके। तो क्या है रिक्वायरमेंट आपकी एचआर में? What is the size and thickness? I can quote you accordingly.)\n[21s] CUSTOMER: That same plate comes, 20 mm, and 8 mm, 6 mm, 5 mm.   (वही प्लेट आता है 20 mm का और 8 mm, 6 mm, 5 mm.)\n[25s] AGENT: Okay. For now, what will be the quantity for this, for each one, for each thickness?   (ओके। फिलहाल क्या क्या क्वांटिटी होगा आपका इसका, हर एक का, थिकनेस का?)\n[29s] CUSTOMER: That 30 mm one is six tons.   (वो 30 mm वाला छे टन रहता है।)\n[32s] AGENT: Okay. So I have just sent you a 'hi' from my personal number.   (ओके। तो मैं आपको मेरा अभी जस्ट हाय करके भेजा है आपको मैंने मेरे पर्सनल नंबर से।)\n[34s] CUSTOMER: Yes, yes.   (जी जी।)\n[34s] AGENT: So on that, you send me the quantity and dimensions, and according to that, I will send you the quotation immediately, okay?   (तो उसमे आप मुझे क्वांटिटी और डायमेंशन्स मुझे भेज दीजिए, तो आपको उसके अकॉर्डिंग आपको मैं कोटेशन भेज देता हूं तुरंत ही, है ना?)\n[38s] CUSTOMER: Okay, okay.   (ठीक है, ठीक है।)\n[38s] AGENT: Okay. Okay Mr. Sharma. Thank you.   (ओके। ओके शर्मा जी। थैंक यू।)\n[40s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: Some background noise (call center) on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "On follow-up calls, you must still run through discovery to understand the customer's current needs before jumping to a quote; you missed the chance to build value.",
  "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 performed a follow-up call to an engineering company. The customer confirmed an active requirement for HR plates in various thicknesses (e.g., 6 tons of 30mm). The agent successfully arranged for the customer to send the full requirement details via WhatsApp, committing to provide a quote immediately after.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Mr. Sharma, hi, good afternoon. I am Ankit Mistry calling from JSW Steel, Mumbai.\", \"comment\": \"Agent greeted, used the customer's name, and identified JSW, and the customer's positive engagement served as implicit permission to proceed.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"as the month has now changed, are you currently looking for any requirement in HR?\", \"comment\": \"Agent used the context of a new month as a simple, effective supply-led hook to check for new requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent skipped discovery entirely, asking no questions about the customer's business, volume, or suppliers.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched because no discovery was conducted to identify a relevant customer need.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked for some qualification details but failed to capture them on the call, instead asking the customer to send them via WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"you send me the quantity and dimensions, and according to that, I will send you the quotation immediately, okay?\", \"comment\": \"Agent established a clear next step with a committed turnaround time ('immediately') after the customer sends details.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"On follow-up calls, you must still run through discovery to understand the customer's current needs before jumping to a quote; you missed the chance to build value.\", \"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 performed a follow-up call to an engineering company. The customer confirmed an active requirement for HR plates in various thicknesses (e.g., 6 tons of 30mm). The agent successfully arranged for the customer to send the full requirement details via WhatsApp, committing to provide a quote immediately after.\"}",
  "error": null,
  "latency_ms": 36055,
  "input_tokens": 3183,
  "output_tokens": 766,
  "created_at": "2026-09-25 11:14:13",
  "sentiment": "positive",
  "sentiment_score": 0.415,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.706,
  "agent_talk_sec": 22.8,
  "customer_talk_sec": 9.5,
  "dead_air_sec": 50.7,
  "longest_monologue_sec": 4.3,
  "agent_wpm": 318.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 6,
  "words_agent": 121,
  "words_customer": 33,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178894985451",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.83,
      "end_s": 3.23,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178894985451",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.53,
      "end_s": 3.87,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178894985451",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.1,
      "end_s": 5.26,
      "text_en": "Yes, Vishwakarma Engineering?",
      "text_native": "हां, विश्वकर्मा इंजीनियरिंग?"
    },
    {
      "ucid": "21112178894985451",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.54,
      "end_s": 5.84,
      "text_en": "Yes.",
      "text_native": "हां जी."
    },
    {
      "ucid": "21112178894985451",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.3,
      "end_s": 10.0,
      "text_en": "Mr. Sharma, hi, good afternoon. I am Ankit Mistry calling from JSW Steel, Mumbai.",
      "text_native": "शर्मा जी, हाय, गुड आफ्टरनून। मैं अंकित मिस्त्री बात कर रहा हूं जे एस डब्ल्यू स्टील से, मुंबई।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.16,
      "end_s": 10.8,
      "text_en": "Yes yes, right right.",
      "text_native": "जी जी, हां हां।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 15.54,
      "text_en": "Mr. Sharma, I had spoken to you two months ago, so as the month has now changed, are you currently looking for any requirement in HR?",
      "text_native": "शर्मा जी, आपसे मेरी बात हुई थी दो महीने पहले, तो जैसे अभी मंथ चेंज हुआ है, तो करेंटली आप कुछ रिक्वायरमेंट में देख रहे हो एचआर में?"
    },
    {
      "ucid": "21112178894985451",
      "idx": 7,
      "speaker": "customer",
      "start_s": 15.83,
      "end_s": 16.3,
      "text_en": "Yes, yes.",
      "text_native": "हां हां।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 20.5,
      "text_en": "Uh okay. So what is your requirement in HR? What is the size and thickness? I can quote you accordingly.",
      "text_native": "अ ओके। तो क्या है रिक्वायरमेंट आपकी एचआर में? What is the size and thickness? I can quote you accordingly."
    },
    {
      "ucid": "21112178894985451",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.8,
      "end_s": 24.8,
      "text_en": "That same plate comes, 20 mm, and 8 mm, 6 mm, 5 mm.",
      "text_native": "वही प्लेट आता है 20 mm का और 8 mm, 6 mm, 5 mm."
    },
    {
      "ucid": "21112178894985451",
      "idx": 10,
      "speaker": "agent",
      "start_s": 25.2,
      "end_s": 28.0,
      "text_en": "Okay. For now, what will be the quantity for this, for each one, for each thickness?",
      "text_native": "ओके। फिलहाल क्या क्या क्वांटिटी होगा आपका इसका, हर एक का, थिकनेस का?"
    },
    {
      "ucid": "21112178894985451",
      "idx": 11,
      "speaker": "customer",
      "start_s": 28.8,
      "end_s": 31.0,
      "text_en": "That 30 mm one is six tons.",
      "text_native": "वो 30 mm वाला छे टन रहता है।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 12,
      "speaker": "agent",
      "start_s": 31.5,
      "end_s": 34.0,
      "text_en": "Okay. So I have just sent you a 'hi' from my personal number.",
      "text_native": "ओके। तो मैं आपको मेरा अभी जस्ट हाय करके भेजा है आपको मैंने मेरे पर्सनल नंबर से।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 13,
      "speaker": "customer",
      "start_s": 34.1,
      "end_s": 34.5,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 14,
      "speaker": "agent",
      "start_s": 34.5,
      "end_s": 37.5,
      "text_en": "So on that, you send me the quantity and dimensions, and according to that, I will send you the quotation immediately, okay?",
      "text_native": "तो उसमे आप मुझे क्वांटिटी और डायमेंशन्स मुझे भेज दीजिए, तो आपको उसके अकॉर्डिंग आपको मैं कोटेशन भेज देता हूं तुरंत ही, है ना?"
    },
    {
      "ucid": "21112178894985451",
      "idx": 15,
      "speaker": "customer",
      "start_s": 37.6,
      "end_s": 38.2,
      "text_en": "Okay, okay.",
      "text_native": "ठीक है, ठीक है।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 16,
      "speaker": "agent",
      "start_s": 38.3,
      "end_s": 39.8,
      "text_en": "Okay. Okay Mr. Sharma. Thank you.",
      "text_native": "ओके। ओके शर्मा जी। थैंक यू।"
    },
    {
      "ucid": "21112178894985451",
      "idx": 17,
      "speaker": "customer",
      "start_s": 40.0,
      "end_s": 40.5,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178894985451",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Mr. Sharma, hi, good afternoon. I am Ankit Mistry calling from JSW Steel, Mumbai.",
      "comment": "Agent greeted, used the customer's name, and identified JSW, and the customer's positive engagement served as implicit permission to proceed."
    },
    {
      "ucid": "21112178894985451",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "as the month has now changed, are you currently looking for any requirement in HR?",
      "comment": "Agent used the context of a new month as a simple, effective supply-led hook to check for new requirements."
    },
    {
      "ucid": "21112178894985451",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent skipped discovery entirely, asking no questions about the customer's business, volume, or suppliers."
    },
    {
      "ucid": "21112178894985451",
      "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 because no discovery was conducted to identify a relevant customer need."
    },
    {
      "ucid": "21112178894985451",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked for some qualification details but failed to capture them on the call, instead asking the customer to send them via WhatsApp."
    },
    {
      "ucid": "21112178894985451",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "you send me the quantity and dimensions, and according to that, I will send you the quotation immediately, okay?",
      "comment": "Agent established a clear next step with a committed turnaround time ('immediately') after the customer sends details."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}