{
  "ucid": "21112178903666691",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 16:07:46",
  "end_time": "2026-09-10 16:09:31",
  "duration_sec": 105,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Rohit Mishra",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA79803edd3a3a7695bb0935d262083221.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 341,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903666691__DIA79803edd3a3a7695bb0935d262083221.mp3",
  "audio_bytes": 259200,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 86.4,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[2s] CUSTOMER: Yes?\n[3s] AGENT: Yes Mr. Amit? Rohit here from JSW One platform, sir.\n[5s] CUSTOMER: From?\n[6s] AGENT: JSW One platform, sir.\n[7s] CUSTOMER: Yes sir.   (हाँ जी सर।)\n[8s] AGENT: Yeah. Hi Amit ji. This SGR Distributor, is this your company?   (Yeah. Hi Amit ji. Ye SGR Distributor, is this your company?)\n[10s] CUSTOMER: No sir, it's not mine.   (नहीं सर, मेरी नहीं है।)\n[11s] CUSTOMER: Okay. No sir, it's not my firm, it's my brother's.   (अच्छा। नहीं सर, मेरी फर्म नहीं है, भाई की है।)\n[14s] AGENT: Okay okay okay. Do you guys deal in steel?   (अच्छा अच्छा अच्छा। स्टील में डील करते है क्या आप लोग?)\n[16s] CUSTOMER: No, not in steel, he does trading, whatever order he gets, he places it from here and there.   (नहीं स्टील में नहीं, वो ट्रेडिंग करता है, जो आर्डर मिल जाता है वो इधर उधर से प्लेस कर देते हैं।)\n[19s] AGENT: Okay, okay okay.   (अच्छा, okay okay.)\n[20s] AGENT: Is there any requirement right now?   (अभी कुछ रिक्वायरमेंट है?)\n[21s] CUSTOMER: Right now sir, he doesn't have anything, because your rates don't match. Sometimes it's not in stock material, so he doesn't do all that at all.   (अभी तो सर कुछ नहीं है उसके पास में, क्योंकि आपके रेट मैच नहीं होते हैं। कभी स्टॉक मटेरियल में नहीं होता है तो वो सब वो करता ही नहीं है।)\n[25s] AGENT: Last time on 24th March you took the rate, after that you haven't even taken the rate.   (Last time 24 March में आपने रेट लिया है, उसके बाद तो रेट भी नहीं लिया है।)\n[28s] CUSTOMER: We had taken the rates six months ago.   (अभी छह महीने पहले तो रेट लिए थे अभी।)\n[30s] AGENT: We have it now, our prices are a bit competitive.   (अभी है हमारा, प्राइसेस थोड़ा कॉम्पिटिटिव है।)\n[32s] CUSTOMER: It's not like that either   (ऐसा भी नहीं है कि)\n[32s] CUSTOMER: What's competitive sir, the dealer rate you guys give, what you give to dealers, that is very low.   (कॉम्पिटिटिव क्या है सर, आप लोग जो डीलर रेट देते हो, डीलरों को देते हो, वो बहुत कम होता है।)\n[36s] AGENT: Because their consumption, your...   (क्योंकि उनका जो कंसम्पशन है, आपका...)\n[37s] CUSTOMER: That is very high. If we do trading, take from you and give to some user, then suppose he has a requirement of 10 tons, a requirement of 20 tons, then why would he come to us? He will directly talk to that dealer, right?   (वो बहुत ज्यादा होता है। अगर हम लोग ट्रेडिंग करेंगे, आपसे ले कर किसी यूजर को देंगे, तो उसको मान लो 10 ton की रिक्वायरमेंट है, 20 ton की रिक्वायरमेंट है, तो वो हमारे पास क्यों आएगा? वो तो डायरेक्टली उस डीलर से बाय बात करेगा ना?)\n[44s] AGENT: Hmm.\n[47s] CUSTOMER: Okay.   (ठीक है।)\n[48s] AGENT: Okay sir.   (ठीक है सर।)\n[49s] CUSTOMER: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 26,
  "connected": 1,
  "audio_notes": "clear: Clear phone call with significant code-mixing between Hindi and English.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "26 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 raises a business model objection (e.g., 'dealers get better rates'), use it as a cue to ask more discovery questions to find a niche where we can compete, rather than ending the call.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent spoke with the brother of a business owner who confirmed they are a steel trader. The customer stated that JSW One's rates are not competitive compared to dealer pricing, making it difficult for them to trade. The agent's attempt to counter the price objection was ineffective, and the call ended without any next steps.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes Mr. Amit? Rohit here from JSW One platform, sir.\", \"comment\": \"The agent did not ask for permission to speak, which is a required component of the opener.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We have it now, our prices are a bit competitive.\", \"comment\": \"The agent led with a price signal, which aligns with the supply-led pitch hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Do you guys deal in steel?\", \"comment\": \"The agent only asked what the customer's business is, failing to probe for volume, applications, or other key discovery points.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only made a generic claim about competitive prices.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Is there any requirement right now?\", \"comment\": \"The agent successfully asked for a current requirement, which is the core of this step.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir.\", \"comment\": \"The call ended without any committed next step like a quote or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a business model objection (e.g., 'dealers get better rates'), use it as a cue to ask more discovery questions to find a niche where we can compete, rather than ending the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"price\", \"state\": \"mishandled\", \"evidence\": \"What's competitive sir, the dealer rate you guys give, what you give to dealers, that is very low.\", \"response\": \"Because their consumption, your...\"}], \"call_summary\": \"The agent spoke with the brother of a business owner who confirmed they are a steel trader. The customer stated that JSW One's rates are not competitive compared to dealer pricing, making it difficult for them to trade. The agent's attempt to counter the price objection was ineffective, and the call ended without any next steps.\"}",
  "error": null,
  "latency_ms": 32574,
  "input_tokens": 3390,
  "output_tokens": 812,
  "created_at": "2026-09-25 11:07:26",
  "sentiment": "neutral",
  "sentiment_score": -0.058,
  "sentiment_confidence": "high",
  "pos": 2,
  "neg": 3,
  "lex_hits": 15,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.379,
  "agent_talk_sec": 15.3,
  "customer_talk_sec": 25.1,
  "dead_air_sec": 64.6,
  "longest_monologue_sec": 2.5,
  "agent_wpm": 305.9,
  "interruptions": 0,
  "agent_turns": 12,
  "customer_turns": 14,
  "discovery_qs": 5,
  "words_agent": 78,
  "words_customer": 142,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903666691",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.7,
      "end_s": 1.2,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.5,
      "end_s": 2.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.2,
      "end_s": 2.5,
      "text_en": "Yes?",
      "text_native": "Yes?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 4.8,
      "text_en": "Yes Mr. Amit? Rohit here from JSW One platform, sir.",
      "text_native": "Yes Mr. Amit? Rohit here from JSW One platform, sir."
    },
    {
      "ucid": "21112178903666691",
      "idx": 4,
      "speaker": "customer",
      "start_s": 5.0,
      "end_s": 5.4,
      "text_en": "From?",
      "text_native": "From?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.5,
      "end_s": 6.6,
      "text_en": "JSW One platform, sir.",
      "text_native": "JSW One platform, sir."
    },
    {
      "ucid": "21112178903666691",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.8,
      "end_s": 7.4,
      "text_en": "Yes sir.",
      "text_native": "हाँ जी सर।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 7,
      "speaker": "agent",
      "start_s": 7.7,
      "end_s": 10.1,
      "text_en": "Yeah. Hi Amit ji. This SGR Distributor, is this your company?",
      "text_native": "Yeah. Hi Amit ji. Ye SGR Distributor, is this your company?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.1,
      "end_s": 10.9,
      "text_en": "No sir, it's not mine.",
      "text_native": "नहीं सर, मेरी नहीं है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.4,
      "end_s": 13.5,
      "text_en": "Okay. No sir, it's not my firm, it's my brother's.",
      "text_native": "अच्छा। नहीं सर, मेरी फर्म नहीं है, भाई की है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 15.6,
      "text_en": "Okay okay okay. Do you guys deal in steel?",
      "text_native": "अच्छा अच्छा अच्छा। स्टील में डील करते है क्या आप लोग?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.8,
      "end_s": 19.1,
      "text_en": "No, not in steel, he does trading, whatever order he gets, he places it from here and there.",
      "text_native": "नहीं स्टील में नहीं, वो ट्रेडिंग करता है, जो आर्डर मिल जाता है वो इधर उधर से प्लेस कर देते हैं।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.1,
      "end_s": 19.8,
      "text_en": "Okay, okay okay.",
      "text_native": "अच्छा, okay okay."
    },
    {
      "ucid": "21112178903666691",
      "idx": 13,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 21.1,
      "text_en": "Is there any requirement right now?",
      "text_native": "अभी कुछ रिक्वायरमेंट है?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 14,
      "speaker": "customer",
      "start_s": 21.3,
      "end_s": 25.1,
      "text_en": "Right now sir, he doesn't have anything, because your rates don't match. Sometimes it's not in stock material, so he doesn't do all that at all.",
      "text_native": "अभी तो सर कुछ नहीं है उसके पास में, क्योंकि आपके रेट मैच नहीं होते हैं। कभी स्टॉक मटेरियल में नहीं होता है तो वो सब वो करता ही नहीं है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 15,
      "speaker": "agent",
      "start_s": 25.1,
      "end_s": 27.6,
      "text_en": "Last time on 24th March you took the rate, after that you haven't even taken the rate.",
      "text_native": "Last time 24 March में आपने रेट लिया है, उसके बाद तो रेट भी नहीं लिया है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 16,
      "speaker": "customer",
      "start_s": 27.8,
      "end_s": 29.3,
      "text_en": "We had taken the rates six months ago.",
      "text_native": "अभी छह महीने पहले तो रेट लिए थे अभी।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 17,
      "speaker": "agent",
      "start_s": 30.1,
      "end_s": 31.5,
      "text_en": "We have it now, our prices are a bit competitive.",
      "text_native": "अभी है हमारा, प्राइसेस थोड़ा कॉम्पिटिटिव है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 18,
      "speaker": "customer",
      "start_s": 31.5,
      "end_s": 32.1,
      "text_en": "It's not like that either",
      "text_native": "ऐसा भी नहीं है कि"
    },
    {
      "ucid": "21112178903666691",
      "idx": 19,
      "speaker": "customer",
      "start_s": 32.2,
      "end_s": 35.5,
      "text_en": "What's competitive sir, the dealer rate you guys give, what you give to dealers, that is very low.",
      "text_native": "कॉम्पिटिटिव क्या है सर, आप लोग जो डीलर रेट देते हो, डीलरों को देते हो, वो बहुत कम होता है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 20,
      "speaker": "agent",
      "start_s": 35.8,
      "end_s": 36.9,
      "text_en": "Because their consumption, your...",
      "text_native": "क्योंकि उनका जो कंसम्पशन है, आपका..."
    },
    {
      "ucid": "21112178903666691",
      "idx": 21,
      "speaker": "customer",
      "start_s": 37.0,
      "end_s": 44.1,
      "text_en": "That is very high. If we do trading, take from you and give to some user, then suppose he has a requirement of 10 tons, a requirement of 20 tons, then why would he come to us? He will directly talk to that dealer, right?",
      "text_native": "वो बहुत ज्यादा होता है। अगर हम लोग ट्रेडिंग करेंगे, आपसे ले कर किसी यूजर को देंगे, तो उसको मान लो 10 ton की रिक्वायरमेंट है, 20 ton की रिक्वायरमेंट है, तो वो हमारे पास क्यों आएगा? वो तो डायरेक्टली उस डीलर से बाय बात करेगा ना?"
    },
    {
      "ucid": "21112178903666691",
      "idx": 22,
      "speaker": "agent",
      "start_s": 44.1,
      "end_s": 44.5,
      "text_en": "Hmm.",
      "text_native": "Hmm."
    },
    {
      "ucid": "21112178903666691",
      "idx": 23,
      "speaker": "customer",
      "start_s": 46.6,
      "end_s": 47.0,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 24,
      "speaker": "agent",
      "start_s": 48.0,
      "end_s": 48.5,
      "text_en": "Okay sir.",
      "text_native": "ठीक है सर।"
    },
    {
      "ucid": "21112178903666691",
      "idx": 25,
      "speaker": "customer",
      "start_s": 48.8,
      "end_s": 49.2,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903666691",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes Mr. Amit? Rohit here from JSW One platform, sir.",
      "comment": "The agent did not ask for permission to speak, which is a required component of the opener."
    },
    {
      "ucid": "21112178903666691",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "We have it now, our prices are a bit competitive.",
      "comment": "The agent led with a price signal, which aligns with the supply-led pitch hook."
    },
    {
      "ucid": "21112178903666691",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Do you guys deal in steel?",
      "comment": "The agent only asked what the customer's business is, failing to probe for volume, applications, or other key discovery points."
    },
    {
      "ucid": "21112178903666691",
      "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; the agent only made a generic claim about competitive prices."
    },
    {
      "ucid": "21112178903666691",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Is there any requirement right now?",
      "comment": "The agent successfully asked for a current requirement, which is the core of this step."
    },
    {
      "ucid": "21112178903666691",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir.",
      "comment": "The call ended without any committed next step like a quote or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903666691",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "What's competitive sir, the dealer rate you guys give, what you give to dealers, that is very low.",
      "response": "Because their consumption, your..."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}