{
  "ucid": "21112178902131391",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 11:51:53",
  "end_time": "2026-09-10 11:53:13",
  "duration_sec": 80,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA2b01fe4b58057f86897cbe76e45f1d9d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 402,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902131391__DIA2b01fe4b58057f86897cbe76e45f1d9d.mp3",
  "audio_bytes": 172584,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 57.528,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हाँ।)\n[3s] AGENT: Sir, I am speaking from JSW One.   (सर JSW One से बात कर रहा हूं मैं।)\n[5s] CUSTOMER: Yes, tell me.   (बोलिए ना।)\n[6s] AGENT: Uh sir, is there any requirement for sheet metals etc.?   (अह सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?)\n[10s] CUSTOMER: Hello.\n[10s] AGENT: You...   (आप...)\n[10s] CUSTOMER: Do you also provide coil to coil?   (आप क्या coil to coil भी देते हो क्या?)\n[12s] AGENT: You'll get coil to coil, you'll get CTL, you'll get it as you need it.   (Coil to coil मिल जाएगा, CTL मिल जाएगा, जैसे आपको चाहिए वैसे मिल जाएगा।)\n[15s] CUSTOMER: Okay.\n[17s] CUSTOMER: What is the rate for CRPO?   (Rate क्या है CRPO का?)\n[18s] AGENT: Uh, in what thickness do you need it?   (अह क्या thickness में चाहिए आपको?)\n[20s] CUSTOMER: 2.5.\n[20s] AGENT: I'll check and revert to you. And will we need this in coil form, sir?   (मैं check करके आपको revert कर देता हूं। और ये क्या coil form में लगेगा सर अपने को?)\n[23s] CUSTOMER: In coil form.   (Coil form में।)\n[25s] AGENT: Okay. I'll give it to you now. You need 2.5, right?   (ठीक है। मैं आपको अभी देता हूं। 2.5 का चाहिए ना आपको?)\n[27s] CUSTOMER: Yes. WhatsApp it to me.   (हाँ। मुझे WhatsApp कर दीजिए।)\n[28s] AGENT: And this...   (और ये...)\n[29s] AGENT: Absolutely, sir. And where will we need this delivery, in Pune?   (बिल्कुल सर। और ये delivery अपने को किधर पुणे में लगेगी?)\n[31s] CUSTOMER: Waluj.   (वलुज।)\n[32s] AGENT: Waluj. Okay. It will be available in Waluj.   (वलुज। ठीक है। वलुज में मिल जाएगी।)\n[34s] AGENT: Okay sir, I'll send it. Okay.   (ठीक है सर, मैं भेजता हूं। Okay.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 23,
  "connected": 1,
  "audio_notes": "clear: Some minor background noise from the agent's side (call center environment) but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "23 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 gives you a direct requirement, don't abandon the pitch; instead, use discovery questions to understand the context behind their need before you commit to a quote.",
  "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 opened the call by asking for a requirement. The customer immediately took control, asking for the price of 2.5mm CRPO coil for delivery to Waluj. The agent gathered these basic details and committed to sending the price on WhatsApp. No discovery or USP pitching occurred.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak, jumping directly into a requirement question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent only asked qualifying questions after the customer specified a product.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched during the call.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent only captured thickness and location, failing to ask for grade, width, or quantity for the requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay sir, I'll send it. Okay.\", \"comment\": \"Agent committed to sending the price on WhatsApp as requested by the customer.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives you a direct requirement, don't abandon the pitch; instead, use discovery questions to understand the context behind their need before you commit to a quote.\", \"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 opened the call by asking for a requirement. The customer immediately took control, asking for the price of 2.5mm CRPO coil for delivery to Waluj. The agent gathered these basic details and committed to sending the price on WhatsApp. No discovery or USP pitching occurred.\"}",
  "error": null,
  "latency_ms": 35214,
  "input_tokens": 3136,
  "output_tokens": 674,
  "created_at": "2026-09-25 11:10:23",
  "sentiment": "positive",
  "sentiment_score": 0.315,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.699,
  "agent_talk_sec": 17.2,
  "customer_talk_sec": 7.4,
  "dead_air_sec": 55.4,
  "longest_monologue_sec": 2.6,
  "agent_wpm": 334.9,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 11,
  "discovery_qs": 5,
  "words_agent": 96,
  "words_customer": 31,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902131391",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902131391",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 2.1,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902131391",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 2.78,
      "text_en": "Yes.",
      "text_native": "हाँ।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.1,
      "end_s": 4.8,
      "text_en": "Sir, I am speaking from JSW One.",
      "text_native": "सर JSW One से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 5.7,
      "text_en": "Yes, tell me.",
      "text_native": "बोलिए ना।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 8.3,
      "text_en": "Uh sir, is there any requirement for sheet metals etc.?",
      "text_native": "अह सर कुछ रिक्वायरमेंट है sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 6,
      "speaker": "customer",
      "start_s": 9.5,
      "end_s": 9.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902131391",
      "idx": 7,
      "speaker": "agent",
      "start_s": 10.1,
      "end_s": 10.3,
      "text_en": "You...",
      "text_native": "आप..."
    },
    {
      "ucid": "21112178902131391",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 11.9,
      "text_en": "Do you also provide coil to coil?",
      "text_native": "आप क्या coil to coil भी देते हो क्या?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 14.8,
      "text_en": "You'll get coil to coil, you'll get CTL, you'll get it as you need it.",
      "text_native": "Coil to coil मिल जाएगा, CTL मिल जाएगा, जैसे आपको चाहिए वैसे मिल जाएगा।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 10,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 15.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178902131391",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.6,
      "end_s": 17.7,
      "text_en": "What is the rate for CRPO?",
      "text_native": "Rate क्या है CRPO का?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 12,
      "speaker": "agent",
      "start_s": 18.2,
      "end_s": 19.2,
      "text_en": "Uh, in what thickness do you need it?",
      "text_native": "अह क्या thickness में चाहिए आपको?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.5,
      "end_s": 20.0,
      "text_en": "2.5.",
      "text_native": "2.5."
    },
    {
      "ucid": "21112178902131391",
      "idx": 14,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 22.8,
      "text_en": "I'll check and revert to you. And will we need this in coil form, sir?",
      "text_native": "मैं check करके आपको revert कर देता हूं। और ये क्या coil form में लगेगा सर अपने को?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 15,
      "speaker": "customer",
      "start_s": 23.1,
      "end_s": 23.8,
      "text_en": "In coil form.",
      "text_native": "Coil form में।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 16,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 26.6,
      "text_en": "Okay. I'll give it to you now. You need 2.5, right?",
      "text_native": "ठीक है। मैं आपको अभी देता हूं। 2.5 का चाहिए ना आपको?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 17,
      "speaker": "customer",
      "start_s": 26.9,
      "end_s": 28.2,
      "text_en": "Yes. WhatsApp it to me.",
      "text_native": "हाँ। मुझे WhatsApp कर दीजिए।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 18,
      "speaker": "agent",
      "start_s": 28.2,
      "end_s": 28.4,
      "text_en": "And this...",
      "text_native": "और ये..."
    },
    {
      "ucid": "21112178902131391",
      "idx": 19,
      "speaker": "agent",
      "start_s": 29.0,
      "end_s": 31.0,
      "text_en": "Absolutely, sir. And where will we need this delivery, in Pune?",
      "text_native": "बिल्कुल सर। और ये delivery अपने को किधर पुणे में लगेगी?"
    },
    {
      "ucid": "21112178902131391",
      "idx": 20,
      "speaker": "customer",
      "start_s": 31.4,
      "end_s": 31.9,
      "text_en": "Waluj.",
      "text_native": "वलुज।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 21,
      "speaker": "agent",
      "start_s": 32.2,
      "end_s": 33.6,
      "text_en": "Waluj. Okay. It will be available in Waluj.",
      "text_native": "वलुज। ठीक है। वलुज में मिल जाएगी।"
    },
    {
      "ucid": "21112178902131391",
      "idx": 22,
      "speaker": "agent",
      "start_s": 34.4,
      "end_s": 35.6,
      "text_en": "Okay sir, I'll send it. Okay.",
      "text_native": "ठीक है सर, मैं भेजता हूं। Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178902131391",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak, jumping directly into a requirement question."
    },
    {
      "ucid": "21112178902131391",
      "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 provide a supply or price hook, instead asking a generic requirement question."
    },
    {
      "ucid": "21112178902131391",
      "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 agent only asked qualifying questions after the customer specified a product."
    },
    {
      "ucid": "21112178902131391",
      "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 during the call."
    },
    {
      "ucid": "21112178902131391",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent only captured thickness and location, failing to ask for grade, width, or quantity for the requirement."
    },
    {
      "ucid": "21112178902131391",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "AGENT: Okay sir, I'll send it. Okay.",
      "comment": "Agent committed to sending the price on WhatsApp as requested by the customer."
    }
  ],
  "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": []
}