{
  "ucid": "21112178895600131",
  "call_date": "2026-09-09",
  "start_time": "2026-09-09 17:43:21",
  "end_time": "2026-09-09 17:44:33",
  "duration_sec": 72,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa3a83d428a0ccd3cb1b7fac332c6473d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 444,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178895600131__DIAa3a83d428a0ccd3cb1b7fac332c6473d.mp3",
  "audio_bytes": 165240,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 55.08,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] AGENT: Hello. Mr. Mukesh from Nitin Steel Corporation?   (हेलो। मिस्टर मुकेश फ्रॉम नितिन स्टील कॉर्पोरेशन?)\n[4s] CUSTOMER: This is Manoj ji speaking.   (मनोज जी बोल रहा हूं।)\n[5s] AGENT: Yes Mukesh ji, greetings. This is Sudhir speaking, from JSW One, Jindal Steel.   (हां मुकेश जी, नमस्कार। सुधीर बोल रहा हूं, जेएसडब्ल्यू वन से, जिंदल स्टील।)\n[8s] CUSTOMER: Yes.   (हां।)\n[9s] AGENT: Yes, your company was registered on our portal, sir. I had called regarding steel procurement.   (जी आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर हमारे। स्टील प्रोक्योरमेंट को लेके फोन किया था मैंने।)\n[12s] CUSTOMER: Yes.   (हां।)\n[12s] AGENT: Do you have any requirement in this right now, sir?   (आपको अभी इसमें कुछ रिक्वायरमेंट है सर?)\n[14s] CUSTOMER: No, the person of yours whose number you gave me, I haven't received a reply from him yet.   (नहीं उनको जो उनको आपका जो बंदा था मेरे को दिया उनका नंबर दिया था मेरे को अभी तक उनका जवाब ही नहीं आया।)\n[19s] AGENT: Okay, what thing, I mean, with whom did you speak?   (अच्छा, क्या चीज, मतलब किससे बात हुई थी आपकी?)\n[20s] CUSTOMER: The name, I'll tell you now... the number you send me... he didn't reply for four days, so what's the point... by the time your call comes, our orders are already gone.   (नाम मैं आपको अभी आपका नंबर जो मेरे को भेजो इसको जवाब ही नहीं दिया चार दिन तक तो फिर क्या है उनका जब तक तो आपका फोन आता है तब तक तो हमारा ऑर्डर ही निकल जाते हैं।)\n[26s] AGENT: Oh, has this happened before?   (अच्छा, ऐसा हुआ है क्या पहले?)\n[28s] CUSTOMER: Yes, right now I can't remember the name, I'll call him... I'll tell you. I'll go to the office and call you.   (हां, अभी मैं मेरे को नाम याद नहीं आ रहा उनको फोन, बताता हूं आपको। मैं ऑफिस में जाके फोन करता हूं आपको।)\n[32s] AGENT: Yes okay, okay Mukesh ji. Okay.   (हां ठीक है, ठीक है मुकेश जी। ओके।)\n[34s] CUSTOMER: What's your name?   (क्या नाम आपका?)\n[35s] AGENT: I'll WhatsApp you, you tell me the name on WhatsApp.   (मैं आपको WhatsApp करता हूं, मेरे को नाम बताओ WhatsApp पे आप।)\n[37s] CUSTOMER: Yes.   (हां।)\n[38s] AGENT: Yes.   (हां।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 17,
  "connected": 1,
  "audio_notes": "clear: The customer's speech is slightly fast and frustrated at times, but generally understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "17 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "When a customer raises a past service failure, first acknowledge their frustration, then take ownership to solve it, and finally pivot back to the call's purpose.",
  "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 attempted to open the call but was immediately met with a customer complaint about a previous, unanswered inquiry from another JSW One representative. The customer stated that the lack of response caused them to lose an order. The call ended with the agent agreeing to get the details of the complaint via WhatsApp to investigate further, without any discovery or pitching taking place.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Hello. Mr. Mukesh from Nitin Steel Corporation?\", \"comment\": \"The agent used the wrong customer name (Mukesh vs Manoj) and did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead jumping directly to a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the conversation was immediately taken over by a customer complaint.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement in this right now, sir?\", \"comment\": \"Agent asked about a requirement but was derailed by a complaint and did not pursue qualification further.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I'll WhatsApp you, you tell me the name on WhatsApp.\", \"comment\": \"The agent established a clear, committed next step to investigate the customer's complaint.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past service failure, first acknowledge their frustration, then take ownership to solve it, and finally pivot back to the call's purpose.\", \"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\": [], \"call_summary\": \"The agent attempted to open the call but was immediately met with a customer complaint about a previous, unanswered inquiry from another JSW One representative. The customer stated that the lack of response caused them to lose an order. The call ended with the agent agreeing to get the details of the complaint via WhatsApp to investigate further, without any discovery or pitching taking place.\"}",
  "error": null,
  "latency_ms": 32671,
  "input_tokens": 3172,
  "output_tokens": 717,
  "created_at": "2026-09-25 11:12:21",
  "sentiment": "neutral",
  "sentiment_score": 0.038,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.517,
  "agent_talk_sec": 16.9,
  "customer_talk_sec": 15.8,
  "dead_air_sec": 39.3,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 273.4,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 8,
  "discovery_qs": 4,
  "words_agent": 77,
  "words_customer": 83,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178895600131",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.87,
      "end_s": 3.23,
      "text_en": "Hello. Mr. Mukesh from Nitin Steel Corporation?",
      "text_native": "हेलो। मिस्टर मुकेश फ्रॉम नितिन स्टील कॉर्पोरेशन?"
    },
    {
      "ucid": "21112178895600131",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.58,
      "end_s": 4.58,
      "text_en": "This is Manoj ji speaking.",
      "text_native": "मनोज जी बोल रहा हूं।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 2,
      "speaker": "agent",
      "start_s": 4.8,
      "end_s": 8.04,
      "text_en": "Yes Mukesh ji, greetings. This is Sudhir speaking, from JSW One, Jindal Steel.",
      "text_native": "हां मुकेश जी, नमस्कार। सुधीर बोल रहा हूं, जेएसडब्ल्यू वन से, जिंदल स्टील।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 3,
      "speaker": "customer",
      "start_s": 8.24,
      "end_s": 8.54,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.63,
      "end_s": 11.83,
      "text_en": "Yes, your company was registered on our portal, sir. I had called regarding steel procurement.",
      "text_native": "जी आपकी कंपनी रजिस्टर्ड हुई थी सर पोर्टल पर हमारे। स्टील प्रोक्योरमेंट को लेके फोन किया था मैंने।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 5,
      "speaker": "customer",
      "start_s": 12.0,
      "end_s": 12.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 6,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 13.84,
      "text_en": "Do you have any requirement in this right now, sir?",
      "text_native": "आपको अभी इसमें कुछ रिक्वायरमेंट है सर?"
    },
    {
      "ucid": "21112178895600131",
      "idx": 7,
      "speaker": "customer",
      "start_s": 14.24,
      "end_s": 18.04,
      "text_en": "No, the person of yours whose number you gave me, I haven't received a reply from him yet.",
      "text_native": "नहीं उनको जो उनको आपका जो बंदा था मेरे को दिया उनका नंबर दिया था मेरे को अभी तक उनका जवाब ही नहीं आया।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 8,
      "speaker": "agent",
      "start_s": 18.51,
      "end_s": 20.21,
      "text_en": "Okay, what thing, I mean, with whom did you speak?",
      "text_native": "अच्छा, क्या चीज, मतलब किससे बात हुई थी आपकी?"
    },
    {
      "ucid": "21112178895600131",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.31,
      "end_s": 25.81,
      "text_en": "The name, I'll tell you now... the number you send me... he didn't reply for four days, so what's the point... by the time your call comes, our orders are already gone.",
      "text_native": "नाम मैं आपको अभी आपका नंबर जो मेरे को भेजो इसको जवाब ही नहीं दिया चार दिन तक तो फिर क्या है उनका जब तक तो आपका फोन आता है तब तक तो हमारा ऑर्डर ही निकल जाते हैं।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 10,
      "speaker": "agent",
      "start_s": 26.23,
      "end_s": 27.33,
      "text_en": "Oh, has this happened before?",
      "text_native": "अच्छा, ऐसा हुआ है क्या पहले?"
    },
    {
      "ucid": "21112178895600131",
      "idx": 11,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 31.5,
      "text_en": "Yes, right now I can't remember the name, I'll call him... I'll tell you. I'll go to the office and call you.",
      "text_native": "हां, अभी मैं मेरे को नाम याद नहीं आ रहा उनको फोन, बताता हूं आपको। मैं ऑफिस में जाके फोन करता हूं आपको।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 12,
      "speaker": "agent",
      "start_s": 31.6,
      "end_s": 33.0,
      "text_en": "Yes okay, okay Mukesh ji. Okay.",
      "text_native": "हां ठीक है, ठीक है मुकेश जी। ओके।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 13,
      "speaker": "customer",
      "start_s": 33.55,
      "end_s": 34.15,
      "text_en": "What's your name?",
      "text_native": "क्या नाम आपका?"
    },
    {
      "ucid": "21112178895600131",
      "idx": 14,
      "speaker": "agent",
      "start_s": 34.55,
      "end_s": 36.85,
      "text_en": "I'll WhatsApp you, you tell me the name on WhatsApp.",
      "text_native": "मैं आपको WhatsApp करता हूं, मेरे को नाम बताओ WhatsApp पे आप।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 15,
      "speaker": "customer",
      "start_s": 37.0,
      "end_s": 37.3,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178895600131",
      "idx": 16,
      "speaker": "agent",
      "start_s": 37.8,
      "end_s": 38.0,
      "text_en": "Yes.",
      "text_native": "हां।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178895600131",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Hello. Mr. Mukesh from Nitin Steel Corporation?",
      "comment": "The agent used the wrong customer name (Mukesh vs Manoj) and did not ask for permission to speak."
    },
    {
      "ucid": "21112178895600131",
      "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 provide a supply or price hook, instead jumping directly to a qualification question."
    },
    {
      "ucid": "21112178895600131",
      "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; the conversation was immediately taken over by a customer complaint."
    },
    {
      "ucid": "21112178895600131",
      "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 performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178895600131",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Do you have any requirement in this right now, sir?",
      "comment": "Agent asked about a requirement but was derailed by a complaint and did not pursue qualification further."
    },
    {
      "ucid": "21112178895600131",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I'll WhatsApp you, you tell me the name on WhatsApp.",
      "comment": "The agent established a clear, committed next step to investigate the customer's complaint."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}