{
  "ucid": "21112178903232981",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 14:55:29",
  "end_time": "2026-09-10 14:56:53",
  "duration_sec": 84,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd7d39e0d6f59685cf92ad12dcc94a112.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 364,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903232981__DIAd7d39e0d6f59685cf92ad12dcc94a112.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?   (हॅलो?)\n[2s] AGENT: Yes, good afternoon sir. Ronak Mehta speaking from JSW One.   (जी, गुड आफ्टरनून सर। रोनक मेहता बात कर रहा हूं JSW One से।)\n[5s] AGENT: Is there any procurement plan coming up this month for HR CR?   (ये महीने में कुछ प्रोक्योरमेंट का प्लान आ रहा है अभी एचआर सीआर में?)\n[8s] CUSTOMER: Hmm?   (हम्म?)\n[8s] AGENT: Do you have any plan for HR CR material, sir, for procurement this month?   (एचआर सीआर मटेरियल में कुछ प्लान है आपका सर प्रोक्योरमेंट का ये महीने में?)\n[11s] CUSTOMER: No no, not right now.   (नहीं नहीं अभी नहीं।)\n[13s] CUSTOMER: Not right now.   (अभी नहीं।)\n[14s] AGENT: Okay, have you already done it or is it pending, sir? I mean, which material do you deal in, sir?   (ओके, कर लिया है या बाकी है सर? मतलब कौनसे मटेरियल में डील करते हो आप सर?)\n[18s] CUSTOMER: We take steel, brother.   (स्टील लेते हैं भैया।)\n[19s] AGENT: Yes, so we will give it to you, sir, after procuring it.   (हां तो दे देंगे ना सर हम आपको प्रोक्योर करके।)\n[20s] AGENT: And we are also quoted for all the steel.   (और स्टील भी हम सब हमको कोटेड है।)\n[22s] CUSTOMER: Okay, will let you know, brother.   (चलो बताएंगे भैया।)\n[22s] AGENT: We have it on-ground.   (ऑन-ग्राउंड है हमारा।)\n[23s] CUSTOMER: Where is your godown?   (कहां पे है तुम्हारा गोडाउन?)\n[25s] AGENT: Sir, where is your location?   (सर आपका लोकेशन कहां पर है?)\n[26s] CUSTOMER: Greater Noida.   (ग्रेटर नोएडा।)\n[28s] AGENT: Yes, yes, it will be available, sir. There's Ghaziabad, there's Faridabad.   (हां हां मिल जाएगा सर। गाजियाबाद है, फरीदाबाद है।)\n[31s] AGENT: Hello?   (हॅलो?)\n[32s] CUSTOMER: Hmm hmm.   (हम्म हम्म।)\n[32s] AGENT: What do you manufacture, sir?   (आपका आपका क्या चीज में मैन्युफैक्चरिंग है सर?)\n[34s] CUSTOMER: Okay, I'll tell you, brother, let's talk.   (चलो बताता हूं भैया, बात करते हैं।)\n[36s] AGENT: Okay, I'll ping you on WhatsApp.   (ठीक है, मैं आपको पिंग करता हूं WhatsApp पे।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 22,
  "connected": 1,
  "audio_notes": "clear: There is some minor crosstalk and overlapping speech, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "22 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": 4.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer is hesitant, build value with a benefit statement (e.g., 'we have stock nearby for fast delivery') before asking discovery questions like 'what do you manufacture?'.",
  "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 contacted a potential customer to check for HR/CR steel requirements. The customer denied any immediate need and was evasive about their business details. The agent confirmed serviceability in the Greater Noida area but failed to conduct discovery or set a firm next step before the customer ended the call with a general promise to 'let him know'.",
  "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 business question.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any procurement plan coming up this month for HR CR?\", \"comment\": \"Agent opened with a direct question about procurement plans, which serves as a functional supply-led hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you manufacture, sir?\", \"comment\": \"Agent only asked one of the six required discovery questions before the customer deflected and ended the conversation.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No specific USPs from the approved list were pitched; agent only made a general statement about having material 'on-ground'.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any plan for HR CR material, sir, for procurement this month?\", \"comment\": \"Agent successfully asked if a current requirement exists, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I'll ping you on WhatsApp.\", \"comment\": \"The proposed next step was a non-specific 'ping on WhatsApp,' not a committed quote or a scheduled callback as required.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is hesitant, build value with a benefit statement (e.g., 'we have stock nearby for fast delivery') before asking discovery questions like 'what do you manufacture?'.\", \"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\": \"mishandled\", \"evidence\": \"Okay, will let you know, brother.\", \"response\": \"Okay, I'll ping you on WhatsApp.\"}], \"call_summary\": \"The agent contacted a potential customer to check for HR/CR steel requirements. The customer denied any immediate need and was evasive about their business details. The agent confirmed serviceability in the Greater Noida area but failed to conduct discovery or set a firm next step before the customer ended the call with a general promise to 'let him know'.\"}",
  "error": null,
  "latency_ms": 37309,
  "input_tokens": 3194,
  "output_tokens": 809,
  "created_at": "2026-09-25 11:08:37",
  "sentiment": "neutral",
  "sentiment_score": -0.04,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.719,
  "agent_talk_sec": 22.8,
  "customer_talk_sec": 8.9,
  "dead_air_sec": 52.3,
  "longest_monologue_sec": 5.3,
  "agent_wpm": 289.5,
  "interruptions": 1,
  "agent_turns": 12,
  "customer_turns": 10,
  "discovery_qs": 7,
  "words_agent": 110,
  "words_customer": 35,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903232981",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.4,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 4.8,
      "text_en": "Yes, good afternoon sir. Ronak Mehta speaking from JSW One.",
      "text_native": "जी, गुड आफ्टरनून सर। रोनक मेहता बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 2,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 7.5,
      "text_en": "Is there any procurement plan coming up this month for HR CR?",
      "text_native": "ये महीने में कुछ प्रोक्योरमेंट का प्लान आ रहा है अभी एचआर सीआर में?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 3,
      "speaker": "customer",
      "start_s": 7.9,
      "end_s": 8.2,
      "text_en": "Hmm?",
      "text_native": "हम्म?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 4,
      "speaker": "agent",
      "start_s": 8.5,
      "end_s": 10.8,
      "text_en": "Do you have any plan for HR CR material, sir, for procurement this month?",
      "text_native": "एचआर सीआर मटेरियल में कुछ प्लान है आपका सर प्रोक्योरमेंट का ये महीने में?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 5,
      "speaker": "customer",
      "start_s": 11.0,
      "end_s": 12.0,
      "text_en": "No no, not right now.",
      "text_native": "नहीं नहीं अभी नहीं।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.8,
      "end_s": 13.5,
      "text_en": "Not right now.",
      "text_native": "अभी नहीं।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 17.5,
      "text_en": "Okay, have you already done it or is it pending, sir? I mean, which material do you deal in, sir?",
      "text_native": "ओके, कर लिया है या बाकी है सर? मतलब कौनसे मटेरियल में डील करते हो आप सर?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 8,
      "speaker": "customer",
      "start_s": 17.8,
      "end_s": 18.8,
      "text_en": "We take steel, brother.",
      "text_native": "स्टील लेते हैं भैया।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 9,
      "speaker": "agent",
      "start_s": 19.0,
      "end_s": 20.5,
      "text_en": "Yes, so we will give it to you, sir, after procuring it.",
      "text_native": "हां तो दे देंगे ना सर हम आपको प्रोक्योर करके।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 10,
      "speaker": "agent",
      "start_s": 20.5,
      "end_s": 22.0,
      "text_en": "And we are also quoted for all the steel.",
      "text_native": "और स्टील भी हम सब हमको कोटेड है।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.8,
      "end_s": 22.8,
      "text_en": "Okay, will let you know, brother.",
      "text_native": "चलो बताएंगे भैया।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.0,
      "end_s": 23.0,
      "text_en": "We have it on-ground.",
      "text_native": "ऑन-ग्राउंड है हमारा।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 13,
      "speaker": "customer",
      "start_s": 23.0,
      "end_s": 24.5,
      "text_en": "Where is your godown?",
      "text_native": "कहां पे है तुम्हारा गोडाउन?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 14,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 26.2,
      "text_en": "Sir, where is your location?",
      "text_native": "सर आपका लोकेशन कहां पर है?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 15,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 27.5,
      "text_en": "Greater Noida.",
      "text_native": "ग्रेटर नोएडा।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 16,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 30.0,
      "text_en": "Yes, yes, it will be available, sir. There's Ghaziabad, there's Faridabad.",
      "text_native": "हां हां मिल जाएगा सर। गाजियाबाद है, फरीदाबाद है।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 17,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 31.2,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 31.8,
      "text_en": "Hmm hmm.",
      "text_native": "हम्म हम्म।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 19,
      "speaker": "agent",
      "start_s": 32.0,
      "end_s": 33.8,
      "text_en": "What do you manufacture, sir?",
      "text_native": "आपका आपका क्या चीज में मैन्युफैक्चरिंग है सर?"
    },
    {
      "ucid": "21112178903232981",
      "idx": 20,
      "speaker": "customer",
      "start_s": 34.5,
      "end_s": 36.0,
      "text_en": "Okay, I'll tell you, brother, let's talk.",
      "text_native": "चलो बताता हूं भैया, बात करते हैं।"
    },
    {
      "ucid": "21112178903232981",
      "idx": 21,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 38.2,
      "text_en": "Okay, I'll ping you on WhatsApp.",
      "text_native": "ठीक है, मैं आपको पिंग करता हूं WhatsApp पे।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903232981",
      "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 business question."
    },
    {
      "ucid": "21112178903232981",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any procurement plan coming up this month for HR CR?",
      "comment": "Agent opened with a direct question about procurement plans, which serves as a functional supply-led hook."
    },
    {
      "ucid": "21112178903232981",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "What do you manufacture, sir?",
      "comment": "Agent only asked one of the six required discovery questions before the customer deflected and ended the conversation."
    },
    {
      "ucid": "21112178903232981",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No specific USPs from the approved list were pitched; agent only made a general statement about having material 'on-ground'."
    },
    {
      "ucid": "21112178903232981",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any plan for HR CR material, sir, for procurement this month?",
      "comment": "Agent successfully asked if a current requirement exists, which the customer denied."
    },
    {
      "ucid": "21112178903232981",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I'll ping you on WhatsApp.",
      "comment": "The proposed next step was a non-specific 'ping on WhatsApp,' not a committed quote or a scheduled callback as required."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903232981",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "Okay, will let you know, brother.",
      "response": "Okay, I'll ping you on WhatsApp."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}