{
  "ucid": "21112178895010051",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 16:05:00",
  "end_time": "2026-09-09 16:06:01",
  "duration_sec": 61,
  "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/DIAa097a7f0d857b4fe94408d6d72183f7d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 481,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895010051__DIAa097a7f0d857b4fe94408d6d72183f7d.mp3",
  "audio_bytes": 138672,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 46.224,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] UNKNOWN: This call is now being recorded.\n[3s] AGENT: Hello.\n[3s] CUSTOMER: Hello, yes.   (હેલો, હા.)\n[4s] AGENT: Uh, am I speaking with Bhavini ji?   (અ ભાવિનીજી વાત કરે છે?)\n[5s] CUSTOMER: Yes, this is Bhavini speaking.   (યસ, ભાવિની જ વાત કરું છું.)\n[6s] AGENT: Bhavini madam, good afternoon. I am Ankit Mistry speaking from JSW Steel, Mumbai.   (ભાવિની મેડમ, good afternoon. હું અંકિત મિસ્ત્રી વાત કરું છું JSW Steel થી, મુંબઈ.)\n[10s] CUSTOMER: Very very good afternoon.\n[11s] AGENT: Good afternoon, ma'am.\n[12s] CUSTOMER: Yeah.\n[12s] AGENT: Uh Bhavini ma'am, I believe a few months back you... on our JSW's digital portal, your firm which is...   (અ ભાવિની મેમ, I believe few months back તમે અમારા JSW ના digital portal પર તમારું આ જે firm છે which is...)\n[18s] CUSTOMER: But right now, not interested.   (But અત્યારે not interested.)\n[19s] AGENT: Oh, is that so? Uh, which is okay. But may I know the reason behind it? I mean, is it like the pricing issue or the material availability issue?   (ઓહ, એવું છે? અ, which is okay. But may I know the reason behind it? I mean, is it like the pricing issue or the material availability issue?)\n[25s] CUSTOMER: No no no. Right now actually all fulfilled.\n[27s] AGENT: Okay. Uh, alright, in that case I'll just close this account from my end then. Okay?   (અચ્છા. અ, ઠીક હૈ, in that case I'll just close this account from my end then. Okay?)\n[30s] CUSTOMER: Yeah.\n[31s] AGENT: Yeah, thank you.",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "clear: The call begins with a standard IVR announcement which is marked as 'unknown'.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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 a customer says they are 'not interested right now', don't immediately offer to close their account; instead, try to schedule a follow-up call for a future date.",
  "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": "The agent contacted a past lead. The customer immediately stated they were not interested as their requirements were currently fulfilled. The agent asked for the reason for the lack of interest but did not attempt any further discovery, instead offering to close the customer's account and ending the call.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Bhavini madam, good afternoon. I am Ankit Mistry speaking from JSW Steel, Mumbai.\", \"comment\": \"The agent greeted, used the customer's name, and identified themself and the company, but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer interrupted and stated they were not interested before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business; the agent only asked for the reason for the objection.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any discovery was done or USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask if a requirement existed; the customer volunteered that they were 'all fulfilled'.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent offered to close the account instead of scheduling a specific callback or sending a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are 'not interested right now', don't immediately offer to close their account; instead, try to schedule a follow-up call for a future date.\", \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"But right now, not interested. ... Right now actually all fulfilled.\", \"response\": \"alright, in that case I'll just close this account from my end then. Okay?\"}], \"call_summary\": \"The agent contacted a past lead. The customer immediately stated they were not interested as their requirements were currently fulfilled. The agent asked for the reason for the lack of interest but did not attempt any further discovery, instead offering to close the customer's account and ending the call.\"}",
  "error": null,
  "latency_ms": 34704,
  "input_tokens": 3026,
  "output_tokens": 785,
  "created_at": "2026-09-25 11:14:09",
  "sentiment": "negative",
  "sentiment_score": -0.497,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 15,
  "lex_hits": 10,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.773,
  "agent_talk_sec": 20.4,
  "customer_talk_sec": 6.0,
  "dead_air_sec": 34.6,
  "longest_monologue_sec": 5.6,
  "agent_wpm": 267.6,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 7,
  "discovery_qs": 5,
  "words_agent": 91,
  "words_customer": 26,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178895010051",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.8,
      "end_s": 2.5,
      "text_en": "This call is now being recorded.",
      "text_native": "This call is now being recorded."
    },
    {
      "ucid": "21112178895010051",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.8,
      "end_s": 3.1,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178895010051",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.2,
      "end_s": 3.7,
      "text_en": "Hello, yes.",
      "text_native": "હેલો, હા."
    },
    {
      "ucid": "21112178895010051",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 5.0,
      "text_en": "Uh, am I speaking with Bhavini ji?",
      "text_native": "અ ભાવિનીજી વાત કરે છે?"
    },
    {
      "ucid": "21112178895010051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 6.3,
      "text_en": "Yes, this is Bhavini speaking.",
      "text_native": "યસ, ભાવિની જ વાત કરું છું."
    },
    {
      "ucid": "21112178895010051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.5,
      "end_s": 10.2,
      "text_en": "Bhavini madam, good afternoon. I am Ankit Mistry speaking from JSW Steel, Mumbai.",
      "text_native": "ભાવિની મેડમ, good afternoon. હું અંકિત મિસ્ત્રી વાત કરું છું JSW Steel થી, મુંબઈ."
    },
    {
      "ucid": "21112178895010051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.3,
      "end_s": 11.1,
      "text_en": "Very very good afternoon.",
      "text_native": "Very very good afternoon."
    },
    {
      "ucid": "21112178895010051",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 11.8,
      "text_en": "Good afternoon, ma'am.",
      "text_native": "Good afternoon, ma'am."
    },
    {
      "ucid": "21112178895010051",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 12.2,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178895010051",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 17.5,
      "text_en": "Uh Bhavini ma'am, I believe a few months back you... on our JSW's digital portal, your firm which is...",
      "text_native": "અ ભાવિની મેમ, I believe few months back તમે અમારા JSW ના digital portal પર તમારું આ જે firm છે which is..."
    },
    {
      "ucid": "21112178895010051",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.6,
      "end_s": 18.8,
      "text_en": "But right now, not interested.",
      "text_native": "But અત્યારે not interested."
    },
    {
      "ucid": "21112178895010051",
      "idx": 11,
      "speaker": "agent",
      "start_s": 18.9,
      "end_s": 24.5,
      "text_en": "Oh, is that so? Uh, which is okay. But may I know the reason behind it? I mean, is it like the pricing issue or the material availability issue?",
      "text_native": "ઓહ, એવું છે? અ, which is okay. But may I know the reason behind it? I mean, is it like the pricing issue or the material availability issue?"
    },
    {
      "ucid": "21112178895010051",
      "idx": 12,
      "speaker": "customer",
      "start_s": 24.6,
      "end_s": 26.5,
      "text_en": "No no no. Right now actually all fulfilled.",
      "text_native": "No no no. Right now actually all fulfilled."
    },
    {
      "ucid": "21112178895010051",
      "idx": 13,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 30.0,
      "text_en": "Okay. Uh, alright, in that case I'll just close this account from my end then. Okay?",
      "text_native": "અચ્છા. અ, ઠીક હૈ, in that case I'll just close this account from my end then. Okay?"
    },
    {
      "ucid": "21112178895010051",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 30.5,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178895010051",
      "idx": 15,
      "speaker": "agent",
      "start_s": 31.0,
      "end_s": 31.6,
      "text_en": "Yeah, thank you.",
      "text_native": "Yeah, thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178895010051",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Bhavini madam, good afternoon. I am Ankit Mistry speaking from JSW Steel, Mumbai.",
      "comment": "The agent greeted, used the customer's name, and identified themself and the company, but did not ask for permission to speak."
    },
    {
      "ucid": "21112178895010051",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer interrupted and stated they were not interested before the agent could deliver a hook."
    },
    {
      "ucid": "21112178895010051",
      "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 about the customer's business; the agent only asked for the reason for the objection."
    },
    {
      "ucid": "21112178895010051",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any discovery was done or USPs could be pitched."
    },
    {
      "ucid": "21112178895010051",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask if a requirement existed; the customer volunteered that they were 'all fulfilled'."
    },
    {
      "ucid": "21112178895010051",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent offered to close the account instead of scheduling a specific callback or sending a quote."
    }
  ],
  "objections": [
    {
      "ucid": "21112178895010051",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "But right now, not interested. ... Right now actually all fulfilled.",
      "response": "alright, in that case I'll just close this account from my end then. Okay?"
    }
  ],
  "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"
  ]
}