{
  "ucid": "21112178903776971",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 16:26:09",
  "end_time": "2026-09-10 16:27:15",
  "duration_sec": 66,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe7674a32ef8f2e24ed956bf9a66151ce.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 334,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903776971__DIAe7674a32ef8f2e24ed956bf9a66151ce.mp3",
  "audio_bytes": 155304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 51.768,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (हॅलो)\n[2s] AGENT: Hello, hello, yes ji, yes sir good evening, this is Kartik speaking from JSW One.   (हॅलो, हॅलो, हां जी, हां जी सर गुड इवनिंग, कार्तिक की बात कर रहा था JSW One से।)\n[6s] CUSTOMER: Yes.   (हां जी।)\n[6s] AGENT: With you, sir, in this Dyan Enterprises, will there be any requirement for our steel right now?   (आपके साथ, सर ये Dyan Enterprises में अभी कुछ रिक्वायरमेंट रहेगा अपना स्टील में?)\n[10s] CUSTOMER: Sir, we purchase from the market itself. It doesn't work out with you.   (सर मार्केट से ही परचेस करते हैं। आपके साथ में ना जम नहीं पाता है हमारा।)\n[14s] AGENT: Okay sir, why doesn't it work out? Is pricing the issue or what is the arrangement?   (अच्छा सर, क्यों जम क्यों नहीं पाता? प्राइसिंग है दिक्कत या फिर क्या व्यवस्था है?)\n[17s] CUSTOMER: You guys take a lot of time. Whenever we have shared an inquiry before, you take a lot of time. One or two days just go by in talking like this. In one or two days, the material arrives, gets made, and is gone.   (आपके पास में टाइम बड़ा ले लेते हैं। जब भी इससे पहले जब भी इंक्वायरी शेयर करी है ना, आपके पास में टाइम ही बड़ा लेते हो। एक दिन दो दिन तो ऐसे बातों में घूम जाते हैं। एक दो दिन में तो माल आ जाता है बन के चला जाता है।)\n[25s] AGENT: No sir, we don't take time. I have the stock right in front of me, the rate is here. If you say so, I can take the order right now.   (नहीं सर टाइम तो नहीं लेते अपना अभी स्टॉक पड़ा है मेरे सामने, रेट पड़ा है। आप बताओ तो अभी ऑर्डर ले लूं।)\n[29s] CUSTOMER: No, no, not right now. When there is a need, when it happens, you take a lot of time, so we deal with the market.   (नहीं नहीं अभी नहीं। जब होगा, जब होता है जब आप बड़ा टाइम लेते हैं तो मार्केट से डील करते हैं।)\n[33s] AGENT: Okay sir, alright sir.   (अच्छा सर, ठीक है सर।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: Some call center background noise is audible on the agent's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 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)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer brings up a past negative experience, first acknowledge their frustration before countering with facts; this helps rebuild trust before you try to solve the problem.",
  "usp_relevance": "matched",
  "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 a manufacturing customer to inquire about steel requirements. The customer immediately objected, citing previous bad experiences with long response times from JSW, and stated they prefer buying from the market. The agent countered that stock was immediately available, but the customer was not interested and the call ended without a next step.",
  "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 requirement question after the greeting.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not deliver a supply or price hook, instead opening with a qualifying question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked one reactive question about a past issue but did not attempt any of the 6 core discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"No sir, we don't take time. I have the stock right in front of me, the rate is here.\", \"comment\": \"Agent correctly pitched stock availability in response to the customer's objection about long lead times.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"will there be any requirement for our steel right now?\", \"comment\": \"Agent successfully asked if a current requirement existed, which the customer confirmed they did not have.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with \\\"Okay sir, alright sir\\\" without any attempt to establish a next step.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"When a customer brings up a past negative experience, first acknowledge their frustration before countering with facts; this helps rebuild trust before you try to solve the problem.\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"Sir, we purchase from the market itself. It doesn't work out with you... You guys take a lot of time.\", \"response\": \"No sir, we don't take time. I have the stock right in front of me, the rate is here. If you say so, I can take the order right now.\"}], \"call_summary\": \"The agent contacted a manufacturing customer to inquire about steel requirements. The customer immediately objected, citing previous bad experiences with long response times from JSW, and stated they prefer buying from the market. The agent countered that stock was immediately available, but the customer was not interested and the call ended without a next step.\"}",
  "error": null,
  "latency_ms": 34683,
  "input_tokens": 3063,
  "output_tokens": 823,
  "created_at": "2026-09-25 11:07:14",
  "sentiment": "negative",
  "sentiment_score": -0.257,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.502,
  "agent_talk_sec": 16.0,
  "customer_talk_sec": 15.9,
  "dead_air_sec": 34.1,
  "longest_monologue_sec": 4.2,
  "agent_wpm": 307.5,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 3,
  "words_agent": 82,
  "words_customer": 84,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903776971",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.8,
      "end_s": 1.3,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178903776971",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.7,
      "end_s": 5.8,
      "text_en": "Hello, hello, yes ji, yes sir good evening, this is Kartik speaking from JSW One.",
      "text_native": "हॅलो, हॅलो, हां जी, हां जी सर गुड इवनिंग, कार्तिक की बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178903776971",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.9,
      "end_s": 6.3,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178903776971",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.4,
      "end_s": 10.2,
      "text_en": "With you, sir, in this Dyan Enterprises, will there be any requirement for our steel right now?",
      "text_native": "आपके साथ, सर ये Dyan Enterprises में अभी कुछ रिक्वायरमेंट रहेगा अपना स्टील में?"
    },
    {
      "ucid": "21112178903776971",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 13.5,
      "text_en": "Sir, we purchase from the market itself. It doesn't work out with you.",
      "text_native": "सर मार्केट से ही परचेस करते हैं। आपके साथ में ना जम नहीं पाता है हमारा।"
    },
    {
      "ucid": "21112178903776971",
      "idx": 5,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 16.5,
      "text_en": "Okay sir, why doesn't it work out? Is pricing the issue or what is the arrangement?",
      "text_native": "अच्छा सर, क्यों जम क्यों नहीं पाता? प्राइसिंग है दिक्कत या फिर क्या व्यवस्था है?"
    },
    {
      "ucid": "21112178903776971",
      "idx": 6,
      "speaker": "customer",
      "start_s": 16.6,
      "end_s": 24.5,
      "text_en": "You guys take a lot of time. Whenever we have shared an inquiry before, you take a lot of time. One or two days just go by in talking like this. In one or two days, the material arrives, gets made, and is gone.",
      "text_native": "आपके पास में टाइम बड़ा ले लेते हैं। जब भी इससे पहले जब भी इंक्वायरी शेयर करी है ना, आपके पास में टाइम ही बड़ा लेते हो। एक दिन दो दिन तो ऐसे बातों में घूम जाते हैं। एक दो दिन में तो माल आ जाता है बन के चला जाता है।"
    },
    {
      "ucid": "21112178903776971",
      "idx": 7,
      "speaker": "agent",
      "start_s": 24.8,
      "end_s": 29.0,
      "text_en": "No sir, we don't take time. I have the stock right in front of me, the rate is here. If you say so, I can take the order right now.",
      "text_native": "नहीं सर टाइम तो नहीं लेते अपना अभी स्टॉक पड़ा है मेरे सामने, रेट पड़ा है। आप बताओ तो अभी ऑर्डर ले लूं।"
    },
    {
      "ucid": "21112178903776971",
      "idx": 8,
      "speaker": "customer",
      "start_s": 29.1,
      "end_s": 33.2,
      "text_en": "No, no, not right now. When there is a need, when it happens, you take a lot of time, so we deal with the market.",
      "text_native": "नहीं नहीं अभी नहीं। जब होगा, जब होता है जब आप बड़ा टाइम लेते हैं तो मार्केट से डील करते हैं।"
    },
    {
      "ucid": "21112178903776971",
      "idx": 9,
      "speaker": "agent",
      "start_s": 33.3,
      "end_s": 34.5,
      "text_en": "Okay sir, alright sir.",
      "text_native": "अच्छा सर, ठीक है सर।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178903776971",
      "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 requirement question after the greeting."
    },
    {
      "ucid": "21112178903776971",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not deliver a supply or price hook, instead opening with a qualifying question."
    },
    {
      "ucid": "21112178903776971",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked one reactive question about a past issue but did not attempt any of the 6 core discovery questions."
    },
    {
      "ucid": "21112178903776971",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "No sir, we don't take time. I have the stock right in front of me, the rate is here.",
      "comment": "Agent correctly pitched stock availability in response to the customer's objection about long lead times."
    },
    {
      "ucid": "21112178903776971",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "will there be any requirement for our steel right now?",
      "comment": "Agent successfully asked if a current requirement existed, which the customer confirmed they did not have."
    },
    {
      "ucid": "21112178903776971",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with \"Okay sir, alright sir\" without any attempt to establish a next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903776971",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "Sir, we purchase from the market itself. It doesn't work out with you... You guys take a lot of time.",
      "response": "No sir, we don't take time. I have the stock right in front of me, the rate is here. If you say so, I can take the order right now."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}