{
  "ucid": "21112178895374051",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 17:05:40",
  "end_time": "2026-09-09 17:06:55",
  "duration_sec": 75,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa43ec3ecf8dda35df94e4f3eb824867d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 456,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895374051__DIAa43ec3ecf8dda35df94e4f3eb824867d.mp3",
  "audio_bytes": 169128,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 56.376,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[4s] AGENT: Hello?\n[5s] CUSTOMER: You will ask, let's see which one it is.   (आप पूछेगा देखता है कौन सा है।)\n[6s] AGENT: Hello?\n[7s] CUSTOMER: Look at your documents.   (तुम्हारे डॉक्युमेंट देखो।)\n[8s] CUSTOMER: You check your tempo if it's there. Hello?   (वो तुम तुम्हारा टेम्पो देख लो रहेगा तो। Hello?)\n[11s] AGENT: Am I speaking with Mukesh ji from Shri Mangaldeep Hardware?   (श्री मंगलदीप हार्डवेयर से बात कर रहे हैं मुकेश जी?)\n[14s] CUSTOMER: Yes.   (हां।)\n[15s] AGENT: I was calling from JSW One.   (JSW One से बात कर रहा था।)\n[16s] CUSTOMER: Tell me, sir.   (बोलिए सर।)\n[17s] AGENT: Sir, are you looking for any requirement in HR, in CR right now?   (सर जी कोई रिक्वायरमेंट देख रहे हैं अभी HR में, CR में?)\n[20s] CUSTOMER: No, no.   (नहीं नहीं।)\n[22s] CUSTOMER: Not looking right now. We use the local one, we don't use this Jindal one of yours.   (अभी नहीं देख रहे। हमारा हमारा लोकल वाला लगता है, ये अपना जिंदाल का नहीं लगता।)\n[25s] AGENT: If not, you must be using SAIL, or MS, or do you take a secondary brand?   (नहीं तो सेल लगता होगा, एमएस लगता होगा या सेकेंडरी ब्रांड लेते हैं?)\n[27s] CUSTOMER: Hmm?   (हम्म?)\n[28s] AGENT: Do you take a secondary brand, do you take SAIL, which one do you take?   (सेकेंडरी ब्रांड लेते हैं, सेल लेते हैं, कौन सा लेते हैं?)\n[30s] CUSTOMER: SAIL, SAIL.   (सेल सेल।)\n[31s] AGENT: I can give you SAIL.   (सेल दे दूंगा मैं।)\n[34s] AGENT: I can give it in SAIL with TC.   (सेल में दे दूंगा टीसी के साथ।)\n[36s] CUSTOMER: Okay.   (ठीक है।)\n[37s] AGENT: Then tell me about the material, sir, I mean when is the next requirement coming, when should I call you once?   (मटेरियल तो बताओ सर मतलब नेक्स्ट रिक्वायरमेंट कब आने वाला है, मैं कब कॉल करूं आपको एक बार?)\n[41s] CUSTOMER: That is...   (वो तो...)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and chatter on the customer's side throughout the call.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When the customer says they use a competitor, you must pitch JSW's value (e.g., trial order, TC quality) instead of offering to supply the competitor's material.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a hardware trader who stated they use local/SAIL material, not JSW. The agent skipped the hook and discovery, and upon hearing the objection, offered to supply the competitor's brand (SAIL) instead of pitching JSW's value. The call ended without a committed next step as the customer was non-committal about future requirements.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent skipped the hook and went straight to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"If not, you must be using SAIL, or MS, or do you take a secondary brand?\", \"comment\": \"Agent only asked about current suppliers (1/6 questions), which is insufficient for a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only offered to supply a competitor's brand.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, are you looking for any requirement in HR, in CR right now?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the core of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"when should I call you once?\", \"comment\": \"The agent asked for a callback time but did not get a commitment from the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer says they use a competitor, you must pitch JSW's value (e.g., trial order, TC quality) instead of offering to supply the competitor's material.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"We use the local one, we don't use this Jindal one of yours.\", \"response\": \"If not, you must be using SAIL, or MS, or do you take a secondary brand?\"}], \"call_summary\": \"The agent contacted a hardware trader who stated they use local/SAIL material, not JSW. The agent skipped the hook and discovery, and upon hearing the objection, offered to supply the competitor's brand (SAIL) instead of pitching JSW's value. The call ended without a committed next step as the customer was non-committal about future requirements.\"}",
  "error": null,
  "latency_ms": 28197,
  "input_tokens": 3130,
  "output_tokens": 815,
  "created_at": "2026-09-25 11:12:50",
  "sentiment": "negative",
  "sentiment_score": -0.195,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.607,
  "agent_talk_sec": 19.6,
  "customer_talk_sec": 12.7,
  "dead_air_sec": 42.7,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 293.9,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 7,
  "words_agent": 96,
  "words_customer": 50,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895374051",
      "idx": 0,
      "speaker": "agent",
      "start_s": 4.27,
      "end_s": 4.87,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 1,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 6.18,
      "text_en": "You will ask, let's see which one it is.",
      "text_native": "आप पूछेगा देखता है कौन सा है।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 2,
      "speaker": "agent",
      "start_s": 6.29,
      "end_s": 6.8,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.0,
      "end_s": 8.2,
      "text_en": "Look at your documents.",
      "text_native": "तुम्हारे डॉक्युमेंट देखो।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 4,
      "speaker": "customer",
      "start_s": 8.5,
      "end_s": 11.1,
      "text_en": "You check your tempo if it's there. Hello?",
      "text_native": "वो तुम तुम्हारा टेम्पो देख लो रहेगा तो। Hello?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 13.8,
      "text_en": "Am I speaking with Mukesh ji from Shri Mangaldeep Hardware?",
      "text_native": "श्री मंगलदीप हार्डवेयर से बात कर रहे हैं मुकेश जी?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.0,
      "end_s": 14.5,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.7,
      "end_s": 16.0,
      "text_en": "I was calling from JSW One.",
      "text_native": "JSW One से बात कर रहा था।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 17.0,
      "text_en": "Tell me, sir.",
      "text_native": "बोलिए सर।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.2,
      "end_s": 19.8,
      "text_en": "Sir, are you looking for any requirement in HR, in CR right now?",
      "text_native": "सर जी कोई रिक्वायरमेंट देख रहे हैं अभी HR में, CR में?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 10,
      "speaker": "customer",
      "start_s": 20.0,
      "end_s": 20.6,
      "text_en": "No, no.",
      "text_native": "नहीं नहीं।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.5,
      "end_s": 24.5,
      "text_en": "Not looking right now. We use the local one, we don't use this Jindal one of yours.",
      "text_native": "अभी नहीं देख रहे। हमारा हमारा लोकल वाला लगता है, ये अपना जिंदाल का नहीं लगता।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.7,
      "end_s": 27.2,
      "text_en": "If not, you must be using SAIL, or MS, or do you take a secondary brand?",
      "text_native": "नहीं तो सेल लगता होगा, एमएस लगता होगा या सेकेंडरी ब्रांड लेते हैं?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 13,
      "speaker": "customer",
      "start_s": 27.4,
      "end_s": 27.8,
      "text_en": "Hmm?",
      "text_native": "हम्म?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.0,
      "end_s": 30.2,
      "text_en": "Do you take a secondary brand, do you take SAIL, which one do you take?",
      "text_native": "सेकेंडरी ब्रांड लेते हैं, सेल लेते हैं, कौन सा लेते हैं?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.4,
      "end_s": 31.2,
      "text_en": "SAIL, SAIL.",
      "text_native": "सेल सेल।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 16,
      "speaker": "agent",
      "start_s": 31.4,
      "end_s": 32.4,
      "text_en": "I can give you SAIL.",
      "text_native": "सेल दे दूंगा मैं।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 17,
      "speaker": "agent",
      "start_s": 33.5,
      "end_s": 35.8,
      "text_en": "I can give it in SAIL with TC.",
      "text_native": "सेल में दे दूंगा टीसी के साथ।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 18,
      "speaker": "customer",
      "start_s": 36.0,
      "end_s": 36.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178895374051",
      "idx": 19,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 41.0,
      "text_en": "Then tell me about the material, sir, I mean when is the next requirement coming, when should I call you once?",
      "text_native": "मटेरियल तो बताओ सर मतलब नेक्स्ट रिक्वायरमेंट कब आने वाला है, मैं कब कॉल करूं आपको एक बार?"
    },
    {
      "ucid": "21112178895374051",
      "idx": 20,
      "speaker": "customer",
      "start_s": 41.2,
      "end_s": 42.0,
      "text_en": "That is...",
      "text_native": "वो तो..."
    }
  ],
  "steps": [
    {
      "ucid": "21112178895374051",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent identified himself and the customer but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178895374051",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent skipped the hook and went straight to asking for a requirement."
    },
    {
      "ucid": "21112178895374051",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "If not, you must be using SAIL, or MS, or do you take a secondary brand?",
      "comment": "Agent only asked about current suppliers (1/6 questions), which is insufficient for a partial pass."
    },
    {
      "ucid": "21112178895374051",
      "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; the agent only offered to supply a competitor's brand."
    },
    {
      "ucid": "21112178895374051",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, are you looking for any requirement in HR, in CR right now?",
      "comment": "The agent successfully asked if a current requirement exists, which is the core of this step."
    },
    {
      "ucid": "21112178895374051",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "when should I call you once?",
      "comment": "The agent asked for a callback time but did not get a commitment from the customer."
    }
  ],
  "objections": [
    {
      "ucid": "21112178895374051",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "We use the local one, we don't use this Jindal one of yours.",
      "response": "If not, you must be using SAIL, or MS, or do you take a secondary brand?"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}