{
  "ucid": "21112178903183841",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:47:18",
  "end_time": "2026-09-10 14:48:33",
  "duration_sec": 75,
  "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/DIA86429fc765645db8a54f436b43f3ac85.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 370,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903183841__DIA86429fc765645db8a54f436b43f3ac85.mp3",
  "audio_bytes": 141912,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 47.304,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hmm?   (હં?)\n[2s] CUSTOMER: Hello?   (હલો?)\n[4s] AGENT: Hello, JSW One MSME, am I speaking with SKV Engineers?   (હલો, JSW One MSME, SKV Engineers માં વાત હો રહી હૈ?)\n[7s] CUSTOMER: Where are you calling from?   (ક્યાંથી બોલો?)\n[8s] AGENT: I am calling from JSW One MSME, sir. Am I speaking with someone at SKV Engineers, sir/owner?   (JSW One MSME થી વાત કરું છું સાહેબ. SKV Engineers માં વાત થાય છે મારી માલિક?)\n[11s] CUSTOMER: Hmm.   (હં.)\n[12s] AGENT: Ravi bhai, do we have any requirement right now for HR and all?   (રવિભાઈ, જે આપણે કઈ છે requirement અત્યારે HR વગેરેમાં?)\n[17s] CUSTOMER: Not right now.   (અત્યારે નથી.)\n[18s] AGENT: No problem. If there is anything, please remember me, sir/owner.   (કાઈ વાંધો નહિ. કઈ હોય તો પ્લીઝ યાદ કરજોને માલિક.)\n[20s] CUSTOMER: Hmm.   (હં.)\n[21s] AGENT: Okay.   (ઓકે.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise from other conversations in a call center environment, which sometimes makes the speech slightly hard to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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": "You skipped the hook and discovery steps, immediately asking for a requirement which led to a quick shutdown; always lead with a value proposition to earn the customer's attention first.",
  "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 contacted SKV Engineers, confirmed the company, and immediately asked if they had a requirement for HR material. The customer stated they had no current need. The agent then ended the call with a polite but non-specific closing.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified the company and self but did not ask for permission to speak (e.g., 'is this a good time?').\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and jumped directly to asking for a requirement, providing no reason for the customer to engage.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked to understand the customer's business, material usage, or procurement process.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted to make them relevant.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Ravi bhai, do we have any requirement right now for HR and all?\", \"comment\": \"Agent successfully asked if there was a current requirement, which was the primary intent of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"If there is anything, please remember me, sir/owner.\", \"comment\": \"The call ended with a generic closing rather than a committed next step like a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the hook and discovery steps, immediately asking for a requirement which led to a quick shutdown; always lead with a value proposition to earn the customer's attention first.\", \"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\": [], \"call_summary\": \"The agent contacted SKV Engineers, confirmed the company, and immediately asked if they had a requirement for HR material. The customer stated they had no current need. The agent then ended the call with a polite but non-specific closing.\"}",
  "error": null,
  "latency_ms": 24265,
  "input_tokens": 2854,
  "output_tokens": 705,
  "created_at": "2026-09-25 11:08:46",
  "sentiment": "negative",
  "sentiment_score": -0.22,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.797,
  "agent_talk_sec": 11.0,
  "customer_talk_sec": 2.8,
  "dead_air_sec": 61.2,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 289.1,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 3,
  "words_agent": 53,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178903183841",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.1,
      "text_en": "Hmm?",
      "text_native": "હં?"
    },
    {
      "ucid": "21112178903183841",
      "idx": 1,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 3.0,
      "text_en": "Hello?",
      "text_native": "હલો?"
    },
    {
      "ucid": "21112178903183841",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.8,
      "end_s": 6.2,
      "text_en": "Hello, JSW One MSME, am I speaking with SKV Engineers?",
      "text_native": "હલો, JSW One MSME, SKV Engineers માં વાત હો રહી હૈ?"
    },
    {
      "ucid": "21112178903183841",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.6,
      "end_s": 7.3,
      "text_en": "Where are you calling from?",
      "text_native": "ક્યાંથી બોલો?"
    },
    {
      "ucid": "21112178903183841",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.6,
      "end_s": 11.1,
      "text_en": "I am calling from JSW One MSME, sir. Am I speaking with someone at SKV Engineers, sir/owner?",
      "text_native": "JSW One MSME થી વાત કરું છું સાહેબ. SKV Engineers માં વાત થાય છે મારી માલિક?"
    },
    {
      "ucid": "21112178903183841",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.3,
      "end_s": 11.6,
      "text_en": "Hmm.",
      "text_native": "હં."
    },
    {
      "ucid": "21112178903183841",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.9,
      "end_s": 14.6,
      "text_en": "Ravi bhai, do we have any requirement right now for HR and all?",
      "text_native": "રવિભાઈ, જે આપણે કઈ છે requirement અત્યારે HR વગેરેમાં?"
    },
    {
      "ucid": "21112178903183841",
      "idx": 7,
      "speaker": "customer",
      "start_s": 16.8,
      "end_s": 17.5,
      "text_en": "Not right now.",
      "text_native": "અત્યારે નથી."
    },
    {
      "ucid": "21112178903183841",
      "idx": 8,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 19.8,
      "text_en": "No problem. If there is anything, please remember me, sir/owner.",
      "text_native": "કાઈ વાંધો નહિ. કઈ હોય તો પ્લીઝ યાદ કરજોને માલિક."
    },
    {
      "ucid": "21112178903183841",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.1,
      "end_s": 20.4,
      "text_en": "Hmm.",
      "text_native": "હં."
    },
    {
      "ucid": "21112178903183841",
      "idx": 10,
      "speaker": "agent",
      "start_s": 21.0,
      "end_s": 21.4,
      "text_en": "Okay.",
      "text_native": "ઓકે."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903183841",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified the company and self but did not ask for permission to speak (e.g., 'is this a good time?')."
    },
    {
      "ucid": "21112178903183841",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and jumped directly to asking for a requirement, providing no reason for the customer to engage."
    },
    {
      "ucid": "21112178903183841",
      "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 to understand the customer's business, material usage, or procurement process."
    },
    {
      "ucid": "21112178903183841",
      "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 to make them relevant."
    },
    {
      "ucid": "21112178903183841",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Ravi bhai, do we have any requirement right now for HR and all?",
      "comment": "Agent successfully asked if there was a current requirement, which was the primary intent of this step."
    },
    {
      "ucid": "21112178903183841",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "If there is anything, please remember me, sir/owner.",
      "comment": "The call ended with a generic closing rather than a committed next step like a scheduled callback."
    }
  ],
  "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": []
}