{
  "ucid": "21112178902437031",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 12:42:50",
  "end_time": "2026-09-10 12:43:48",
  "duration_sec": 58,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe523e52b8ec18ba4e7a5b3264bd79690.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 386,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902437031__DIAe523e52b8ec18ba4e7a5b3264bd79690.mp3",
  "audio_bytes": 115776,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 38.592,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello, Techno Steel?\n[4s] CUSTOMER: Yes?   (हां जी?)\n[4s] AGENT: Sir, hello. I am Aditya Pandey speaking from JSW One.   (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[9s] CUSTOMER: Hello?\n[10s] CUSTOMER: Speak brother, speak.   (बोलिए भैया, बोलिए।)\n[11s] AGENT: Hello?\n[12s] AGENT: Yes sir, you were registered on our platform, I called regarding that.   (हां सर, आप हमारे platform पर register थे, उसी के regarding call किया था।)\n[15s] CUSTOMER: Brother, I am not registered. Calls keep coming from your side. Your rates don't match. The material doesn't come from you. You are busy with daily calling.   (भाई, मैं कोई register नहीं हूं। आपके यहां से call आती रहती हैं। Rate आपके match नहीं करते। माल आपसे आता नहीं है। Daily calling पे आप लगे रहते हो।)\n[22s] AGENT: Okay sir.   (ठीक है सर।)\n[22s] CUSTOMER: Okay? Yes.   (ठीक है? हां।)\n[24s] AGENT: Okay.   (ठीक है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Standard call center background noise is present but does not significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": 0.0,
  "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\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer immediately objects with past grievances, you must try to understand the specifics of their complaint instead of immediately ending the call.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called a customer who was immediately hostile, citing past negative experiences with JSW's pricing and material availability. The agent did not attempt to handle these objections, acknowledged the complaint, and the call ended without any discovery or next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, hello. I am Aditya Pandey speaking from JSW One.\", \"comment\": \"Agent introduced himself and the company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, you were registered on our platform, I called regarding that.\", \"comment\": \"This is a generic hook, not the required supply-led hook about price or availability.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions after the customer immediately objected.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about a current requirement after the customer raised objections.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with no next step proposed or agreed upon.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately objects with past grievances, you must try to understand the specifics of their complaint instead of immediately ending the call.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Rate आपके match नहीं करते. (Your rates don't match.)\", \"response\": \"ठीक है सर। (Okay sir.)\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"माल आपसे आता नहीं है। (The material doesn't come from you.)\", \"response\": \"ठीक है सर। (Okay sir.)\"}], \"call_summary\": \"The agent called a customer who was immediately hostile, citing past negative experiences with JSW's pricing and material availability. The agent did not attempt to handle these objections, acknowledged the complaint, and the call ended without any discovery or next steps.\"}",
  "error": null,
  "latency_ms": 32822,
  "input_tokens": 2841,
  "output_tokens": 790,
  "created_at": "2026-09-25 11:09:42",
  "sentiment": "negative",
  "sentiment_score": -0.447,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 6,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.461,
  "agent_talk_sec": 8.2,
  "customer_talk_sec": 9.6,
  "dead_air_sec": 40.2,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 212.2,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 29,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902437031",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.5,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178902437031",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 3.2,
      "text_en": "Hello, Techno Steel?",
      "text_native": "Hello, Techno Steel?"
    },
    {
      "ucid": "21112178902437031",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.5,
      "end_s": 4.0,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178902437031",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.5,
      "end_s": 7.3,
      "text_en": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178902437031",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.0,
      "end_s": 9.5,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178902437031",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 11.2,
      "text_en": "Speak brother, speak.",
      "text_native": "बोलिए भैया, बोलिए।"
    },
    {
      "ucid": "21112178902437031",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.2,
      "end_s": 11.7,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178902437031",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 14.8,
      "text_en": "Yes sir, you were registered on our platform, I called regarding that.",
      "text_native": "हां सर, आप हमारे platform पर register थे, उसी के regarding call किया था।"
    },
    {
      "ucid": "21112178902437031",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.8,
      "end_s": 20.8,
      "text_en": "Brother, I am not registered. Calls keep coming from your side. Your rates don't match. The material doesn't come from you. You are busy with daily calling.",
      "text_native": "भाई, मैं कोई register नहीं हूं। आपके यहां से call आती रहती हैं। Rate आपके match नहीं करते। माल आपसे आता नहीं है। Daily calling पे आप लगे रहते हो।"
    },
    {
      "ucid": "21112178902437031",
      "idx": 9,
      "speaker": "agent",
      "start_s": 21.9,
      "end_s": 22.5,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "21112178902437031",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.5,
      "text_en": "Okay? Yes.",
      "text_native": "ठीक है? हां।"
    },
    {
      "ucid": "21112178902437031",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.9,
      "end_s": 24.3,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178902437031",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, hello. I am Aditya Pandey speaking from JSW One.",
      "comment": "Agent introduced himself and the company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178902437031",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes sir, you were registered on our platform, I called regarding that.",
      "comment": "This is a generic hook, not the required supply-led hook about price or availability."
    },
    {
      "ucid": "21112178902437031",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions after the customer immediately objected."
    },
    {
      "ucid": "21112178902437031",
      "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 as no discovery was conducted."
    },
    {
      "ucid": "21112178902437031",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about a current requirement after the customer raised objections."
    },
    {
      "ucid": "21112178902437031",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly with no next step proposed or agreed upon."
    }
  ],
  "objections": [
    {
      "ucid": "21112178902437031",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Rate आपके match नहीं करते. (Your rates don't match.)",
      "response": "ठीक है सर। (Okay sir.)"
    },
    {
      "ucid": "21112178902437031",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "माल आपसे आता नहीं है। (The material doesn't come from you.)",
      "response": "ठीक है सर। (Okay sir.)"
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}