{
  "ucid": "21112178903222561",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:53:45",
  "end_time": "2026-09-10 14:55:16",
  "duration_sec": 91,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf6f7013701e36d17768ac5fde4b94b34.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 366,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903222561__DIAf6f7013701e36d17768ac5fde4b94b34.mp3",
  "audio_bytes": 200880,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 66.96,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello, Mahalakshmi Enterprises?   (हॅलो, महालक्ष्मी एंटरप्राइजेस?)\n[3s] AGENT: Yes.   (हां)\n[4s] AGENT: Sir, this is Sudeep speaking from JSW One MSME, Jindal Steel.   (सर जी सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।)\n[6s] CUSTOMER: Tell me, sir.   (बोलिए सर।)\n[7s] AGENT: Sir, your company is registered on our portal, Kolhapur location. This was a follow-up call regarding steel procurement, sir.   (सर ये आपका कंपनी रजिस्टर्ड है हमारे पोर्टल पर, कोल्हापुर लोकेशन। इस स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।)\n[12s] AGENT: I wanted to understand, do you have any requirement for steel right now, sir? In HR, in CR?   (समझना था अभी स्टील में कुछ रिक्वायरमेंट है सर आपको? एचआर में, सीआर में?)\n[15s] CUSTOMER: Sir, I have a requirement in CR, right now please send me your this... send me the rates and the complete profile. I told you last time as well.   (सर सीआर में रिक्वायरमेंट है, अभी मुझे थोड़ा आपका ये भेज दीजिए, रेट्स और जरा प्रोफाइल भेज दीजिए पूरा। मैंने लास्ट टाइम भी आपको बोला था।)\n[21s] AGENT: Okay, did you speak with the team?   (अच्छा, आपकी बात हुई थी क्या टीम के साथ?)\n[22s] CUSTOMER: Yes, I have already spoken with the team.   (हां, टीम के साथ बात हो चुकी है।)\n[24s] AGENT: Okay, so this is the first time I am speaking with you. Okay, no problem. I will send you the details on WhatsApp. You send me your sizes, quantity, and delivery address.   (अच्छा, तो मेरी आपसे पहली बार ही बात हो रही है। ओके, कोई नहीं। मैं आपको WhatsApp पे डिटेल्स भेजता हूं आपको। आप आपकी साइजेस, क्वांटिटी एंड डिलीवरी एड्रेस मुझे भेज दो।)\n[30s] AGENT: Payment terms for the first order are 100% advance against PI.   (पेमेंट टर्म्स फर्स्ट ऑर्डर के लिए हंड्रेड परसेंट एडवांस है अगेंस्ट पीआई।)\n[32s] CUSTOMER: Okay, no problem sir.   (ठीक है, नो प्रॉब्लम सर।)\n[33s] AGENT: So I will immediately send you its quotation.   (तो मैं इमीडिएटली आपको इसका कोटेशन भेज देता हूं।)\n[35s] AGENT: What name did you say?   (आपका नाम क्या बताया आपने?)\n[37s] CUSTOMER: Hello?   (हॅलो?)\n[38s] AGENT: Hello, what name did you say, sir?   (हॅलो, आपका नाम क्या बताया सर?)\n[39s] CUSTOMER: Gangadhar.   (गंगाधर।)\n[40s] AGENT: Okay. Gangadhar ji, in a little while after this call, I am sending you the contact from my official number, okay?   (अच्छा। गंगाधर जी, अभी थोड़ी देर में ये कॉल के बाद में मेरा ऑफिशियल नंबर से आपको भेज रहा हूं कांटेक्ट, ओके?)\n[44s] CUSTOMER: Okay.   (ठीक।)\n[45s] AGENT: Okay sir, thank you.   (ठीक है सर, थैंक यू।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 20,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription quality.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "20 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "When a customer cuts straight to price, acknowledge their request but still try to ask one or two key discovery questions (e.g., 'To give you the most accurate quote, what do you manufacture?') to better understand their 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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent performed a follow-up call with a registered lead in Kolhapur. The customer, who had previous contact with JSW One, immediately stated a requirement for CR steel and asked for rates and a profile. The agent skipped discovery and pitching, agreeing to send a quotation via WhatsApp upon receiving the customer's specific requirements. The call ended with a clear next step for both parties.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not greet the customer, use their name, or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a benefit-driven hook, instead stating it was a follow-up call.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked no discovery questions; the customer cut straight to requesting a quote.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done to identify customer needs.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I wanted to understand, do you have any requirement for steel right now, sir? In HR, in CR?\", \"comment\": \"Agent asked about a current requirement and then requested the necessary details (sizes, quantity, address) to qualify it.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will immediately send you its quotation.\", \"comment\": \"Agent committed to a clear next step: sending a quotation after the customer provides details via WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer cuts straight to price, acknowledge their request but still try to ask one or two key discovery questions (e.g., 'To give you the most accurate quote, what do you manufacture?') to better understand their 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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"handled\", \"evidence\": \"Sir, I have a requirement in CR, right now please send me your this... send me the rates and the complete profile.\", \"response\": \"Okay, no problem. I will send you the details on WhatsApp. You send me your sizes, quantity, and delivery address.\"}], \"call_summary\": \"The agent performed a follow-up call with a registered lead in Kolhapur. The customer, who had previous contact with JSW One, immediately stated a requirement for CR steel and asked for rates and a profile. The agent skipped discovery and pitching, agreeing to send a quotation via WhatsApp upon receiving the customer's specific requirements. The call ended with a clear next step for both parties.\"}",
  "error": null,
  "latency_ms": 31474,
  "input_tokens": 3293,
  "output_tokens": 840,
  "created_at": "2026-09-25 11:08:39",
  "sentiment": "positive",
  "sentiment_score": 0.189,
  "sentiment_confidence": "high",
  "pos": 5,
  "neg": 2,
  "lex_hits": 10,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.7,
  "agent_talk_sec": 28.5,
  "customer_talk_sec": 12.2,
  "dead_air_sec": 50.3,
  "longest_monologue_sec": 8.1,
  "agent_wpm": 305.3,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 8,
  "discovery_qs": 6,
  "words_agent": 145,
  "words_customer": 50,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903222561",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.18,
      "end_s": 2.7,
      "text_en": "Hello, Mahalakshmi Enterprises?",
      "text_native": "हॅलो, महालक्ष्मी एंटरप्राइजेस?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 2.97,
      "text_en": "Yes.",
      "text_native": "हां"
    },
    {
      "ucid": "21112178903222561",
      "idx": 2,
      "speaker": "agent",
      "start_s": 3.6,
      "end_s": 6.1,
      "text_en": "Sir, this is Sudeep speaking from JSW One MSME, Jindal Steel.",
      "text_native": "सर जी सुदीप बोल रहा हूं JSW One MSME से, जिंदाल स्टील।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 3,
      "speaker": "customer",
      "start_s": 6.3,
      "end_s": 6.9,
      "text_en": "Tell me, sir.",
      "text_native": "बोलिए सर।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 4,
      "speaker": "agent",
      "start_s": 7.28,
      "end_s": 11.4,
      "text_en": "Sir, your company is registered on our portal, Kolhapur location. This was a follow-up call regarding steel procurement, sir.",
      "text_native": "सर ये आपका कंपनी रजिस्टर्ड है हमारे पोर्टल पर, कोल्हापुर लोकेशन। इस स्टील प्रोक्योरमेंट को लेके फॉलो-अप कॉल था सर।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 5,
      "speaker": "agent",
      "start_s": 11.8,
      "end_s": 15.2,
      "text_en": "I wanted to understand, do you have any requirement for steel right now, sir? In HR, in CR?",
      "text_native": "समझना था अभी स्टील में कुछ रिक्वायरमेंट है सर आपको? एचआर में, सीआर में?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 6,
      "speaker": "customer",
      "start_s": 15.2,
      "end_s": 20.6,
      "text_en": "Sir, I have a requirement in CR, right now please send me your this... send me the rates and the complete profile. I told you last time as well.",
      "text_native": "सर सीआर में रिक्वायरमेंट है, अभी मुझे थोड़ा आपका ये भेज दीजिए, रेट्स और जरा प्रोफाइल भेज दीजिए पूरा। मैंने लास्ट टाइम भी आपको बोला था।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 7,
      "speaker": "agent",
      "start_s": 21.2,
      "end_s": 22.5,
      "text_en": "Okay, did you speak with the team?",
      "text_native": "अच्छा, आपकी बात हुई थी क्या टीम के साथ?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 8,
      "speaker": "customer",
      "start_s": 22.5,
      "end_s": 23.8,
      "text_en": "Yes, I have already spoken with the team.",
      "text_native": "हां, टीम के साथ बात हो चुकी है।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 9,
      "speaker": "agent",
      "start_s": 23.8,
      "end_s": 29.5,
      "text_en": "Okay, so this is the first time I am speaking with you. Okay, no problem. I will send you the details on WhatsApp. You send me your sizes, quantity, and delivery address.",
      "text_native": "अच्छा, तो मेरी आपसे पहली बार ही बात हो रही है। ओके, कोई नहीं। मैं आपको WhatsApp पे डिटेल्स भेजता हूं आपको। आप आपकी साइजेस, क्वांटिटी एंड डिलीवरी एड्रेस मुझे भेज दो।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 10,
      "speaker": "agent",
      "start_s": 29.8,
      "end_s": 32.2,
      "text_en": "Payment terms for the first order are 100% advance against PI.",
      "text_native": "पेमेंट टर्म्स फर्स्ट ऑर्डर के लिए हंड्रेड परसेंट एडवांस है अगेंस्ट पीआई।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 11,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 33.3,
      "text_en": "Okay, no problem sir.",
      "text_native": "ठीक है, नो प्रॉब्लम सर।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 12,
      "speaker": "agent",
      "start_s": 33.3,
      "end_s": 35.2,
      "text_en": "So I will immediately send you its quotation.",
      "text_native": "तो मैं इमीडिएटली आपको इसका कोटेशन भेज देता हूं।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 13,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 36.2,
      "text_en": "What name did you say?",
      "text_native": "आपका नाम क्या बताया आपने?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 14,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 38.2,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 15,
      "speaker": "agent",
      "start_s": 38.2,
      "end_s": 39.4,
      "text_en": "Hello, what name did you say, sir?",
      "text_native": "हॅलो, आपका नाम क्या बताया सर?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 16,
      "speaker": "customer",
      "start_s": 39.4,
      "end_s": 40.2,
      "text_en": "Gangadhar.",
      "text_native": "गंगाधर।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 17,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 44.2,
      "text_en": "Okay. Gangadhar ji, in a little while after this call, I am sending you the contact from my official number, okay?",
      "text_native": "अच्छा। गंगाधर जी, अभी थोड़ी देर में ये कॉल के बाद में मेरा ऑफिशियल नंबर से आपको भेज रहा हूं कांटेक्ट, ओके?"
    },
    {
      "ucid": "21112178903222561",
      "idx": 18,
      "speaker": "customer",
      "start_s": 44.2,
      "end_s": 44.7,
      "text_en": "Okay.",
      "text_native": "ठीक।"
    },
    {
      "ucid": "21112178903222561",
      "idx": 19,
      "speaker": "agent",
      "start_s": 45.2,
      "end_s": 46.2,
      "text_en": "Okay sir, thank you.",
      "text_native": "ठीक है सर, थैंक यू।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903222561",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not greet the customer, use their name, or ask for permission to speak."
    },
    {
      "ucid": "21112178903222561",
      "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 lead with a benefit-driven hook, instead stating it was a follow-up call."
    },
    {
      "ucid": "21112178903222561",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked no discovery questions; the customer cut straight to requesting a quote."
    },
    {
      "ucid": "21112178903222561",
      "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 done to identify customer needs."
    },
    {
      "ucid": "21112178903222561",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I wanted to understand, do you have any requirement for steel right now, sir? In HR, in CR?",
      "comment": "Agent asked about a current requirement and then requested the necessary details (sizes, quantity, address) to qualify it."
    },
    {
      "ucid": "21112178903222561",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will immediately send you its quotation.",
      "comment": "Agent committed to a clear next step: sending a quotation after the customer provides details via WhatsApp."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903222561",
      "obj_type": "send_price_will_think",
      "state": "handled",
      "evidence": "Sir, I have a requirement in CR, right now please send me your this... send me the rates and the complete profile.",
      "response": "Okay, no problem. I will send you the details on WhatsApp. You send me your sizes, quantity, and delivery address."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}