{
  "ucid": "21112178902963441",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:10:34",
  "end_time": "2026-09-10 14:11:46",
  "duration_sec": 72,
  "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/DIAc3a5d54a5e7f5d67e81aed75bb6ee8d1.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 382,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178902963441__DIAc3a5d54a5e7f5d67e81aed75bb6ee8d1.mp3",
  "audio_bytes": 107568,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 35.856,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[4s] CUSTOMER: Hello, tell me.   (Hello, boliye na.)\n[5s] AGENT: Sir, I was calling from JSW One.   (Sir JSW One se baat kar raha tha main.)\n[6s] CUSTOMER: From where, sir?   (Kahan se sir?)\n[7s] AGENT: JSW One MSME.\n[8s] CUSTOMER: Sir, tell me.   (Sir boliye na.)\n[9s] AGENT: Uh sir, are you looking for any requirement in sheet metal etc.?   (Uh sir kuch requirement mein dekh rahe hain sheet metal wagera mein?)\n[12s] CUSTOMER: What sir?   (Kya sir?)\n[12s] AGENT: Is there any requirement in sheet metal right now, sir?   (Sheet metal mein kuch requirement hai sir abhi?)\n[14s] CUSTOMER: Yes, no, not right now sir. If there is anything, I will tell you, sir.   (Haan nahi abhi nahi sir, kuch rahega toh bol dunga sir aapko.)\n[17s] AGENT: Okay sir, okay. Okay.   (Theek hai sir, theek hai. Okay.)\n[18s] CUSTOMER: Okay sir.\n[19s] AGENT: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: The customer coughs at the beginning of the call, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": "Instead of immediately asking for a requirement, you must first provide a hook (a price or availability benefit) to create interest, then proceed to discovery questions to understand the customer's needs.",
  "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 introduced JSW One and immediately asked if the customer had a requirement for sheet metal. The customer stated they had no current need but would reach out if one arose. The agent accepted this and ended the call without attempting any discovery or setting a follow-up.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, I was calling from JSW One.\", \"comment\": \"The agent identified JSW One but did not greet the customer by name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet metal etc.?\", \"comment\": \"The agent did not provide a hook (price/availability benefit) and instead immediately asked for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not ask any of the six required discovery questions to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was conducted, and consequently, no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement in sheet metal right now, sir?\", \"comment\": \"The agent successfully asked if a current requirement exists, which is the primary goal of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Theek hai sir, theek hai. Okay.\", \"comment\": \"The agent accepted the customer's brush-off without proposing a specific next step like a callback or a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Instead of immediately asking for a requirement, you must first provide a hook (a price or availability benefit) to create interest, then proceed to discovery questions to understand the customer's needs.\", \"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 introduced JSW One and immediately asked if the customer had a requirement for sheet metal. The customer stated they had no current need but would reach out if one arose. The agent accepted this and ended the call without attempting any discovery or setting a follow-up.\"}",
  "error": null,
  "latency_ms": 21148,
  "input_tokens": 2850,
  "output_tokens": 730,
  "created_at": "2026-09-25 11:09:09",
  "sentiment": "neutral",
  "sentiment_score": -0.1,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 4,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.582,
  "agent_talk_sec": 8.5,
  "customer_talk_sec": 6.1,
  "dead_air_sec": 57.4,
  "longest_monologue_sec": 2.2,
  "agent_wpm": 275.3,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 2,
  "words_agent": 39,
  "words_customer": 29,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178902963441",
      "idx": 0,
      "speaker": "customer",
      "start_s": 2.07,
      "end_s": 2.57,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902963441",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.84,
      "end_s": 3.24,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178902963441",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.54,
      "end_s": 4.24,
      "text_en": "Hello, tell me.",
      "text_native": "Hello, boliye na."
    },
    {
      "ucid": "21112178902963441",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.6,
      "end_s": 6.0,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "Sir JSW One se baat kar raha tha main."
    },
    {
      "ucid": "21112178902963441",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.16,
      "end_s": 6.8,
      "text_en": "From where, sir?",
      "text_native": "Kahan se sir?"
    },
    {
      "ucid": "21112178902963441",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.96,
      "end_s": 8.02,
      "text_en": "JSW One MSME.",
      "text_native": "JSW One MSME."
    },
    {
      "ucid": "21112178902963441",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.26,
      "end_s": 9.0,
      "text_en": "Sir, tell me.",
      "text_native": "Sir boliye na."
    },
    {
      "ucid": "21112178902963441",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 11.5,
      "text_en": "Uh sir, are you looking for any requirement in sheet metal etc.?",
      "text_native": "Uh sir kuch requirement mein dekh rahe hain sheet metal wagera mein?"
    },
    {
      "ucid": "21112178902963441",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.6,
      "end_s": 12.16,
      "text_en": "What sir?",
      "text_native": "Kya sir?"
    },
    {
      "ucid": "21112178902963441",
      "idx": 9,
      "speaker": "agent",
      "start_s": 12.3,
      "end_s": 14.2,
      "text_en": "Is there any requirement in sheet metal right now, sir?",
      "text_native": "Sheet metal mein kuch requirement hai sir abhi?"
    },
    {
      "ucid": "21112178902963441",
      "idx": 10,
      "speaker": "customer",
      "start_s": 14.34,
      "end_s": 16.8,
      "text_en": "Yes, no, not right now sir. If there is anything, I will tell you, sir.",
      "text_native": "Haan nahi abhi nahi sir, kuch rahega toh bol dunga sir aapko."
    },
    {
      "ucid": "21112178902963441",
      "idx": 11,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 18.0,
      "text_en": "Okay sir, okay. Okay.",
      "text_native": "Theek hai sir, theek hai. Okay."
    },
    {
      "ucid": "21112178902963441",
      "idx": 12,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 18.6,
      "text_en": "Okay sir.",
      "text_native": "Okay sir."
    },
    {
      "ucid": "21112178902963441",
      "idx": 13,
      "speaker": "agent",
      "start_s": 18.7,
      "end_s": 19.2,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178902963441",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, I was calling from JSW One.",
      "comment": "The agent identified JSW One but did not greet the customer by name or ask for permission to speak."
    },
    {
      "ucid": "21112178902963441",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement in sheet metal etc.?",
      "comment": "The agent did not provide a hook (price/availability benefit) and instead immediately asked for a requirement."
    },
    {
      "ucid": "21112178902963441",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not ask any of the six required discovery questions to understand the customer's business."
    },
    {
      "ucid": "21112178902963441",
      "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 conducted, and consequently, no USPs were pitched."
    },
    {
      "ucid": "21112178902963441",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement in sheet metal right now, sir?",
      "comment": "The agent successfully asked if a current requirement exists, which is the primary goal of this step."
    },
    {
      "ucid": "21112178902963441",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Theek hai sir, theek hai. Okay.",
      "comment": "The agent accepted the customer's brush-off without proposing a specific next step like a callback or a quote."
    }
  ],
  "objections": [],
  "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": []
}