{
  "ucid": "21112178903797271",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 16:29:32",
  "end_time": "2026-09-10 16:30:39",
  "duration_sec": 67,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Does_not_deal_Steel",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA0d3984fb61a0bffe264efc3844877e09.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 331,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178903797271__DIA0d3984fb61a0bffe264efc3844877e09.mp3",
  "audio_bytes": 166752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 55.584,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] UNKNOWN: Hi, if you record your name and reason for calling.\n[3s] CUSTOMER: Yes sir babu [crosstalk] Kalu   (हाँ सर बाबू [crosstalk] कालू)\n[7s] CUSTOMER: Hi.\n[8s] AGENT: Hello.\n[9s] CUSTOMER: Hello.\n[10s] CUSTOMER: Yes.   (हाँजी।)\n[11s] AGENT: Sir, Kartik was speaking from JSW One.   (सर कार्तिक बात कर रहा था JSW One से।)\n[13s] CUSTOMER: From where, sir?   (कहाँ से सर?)\n[14s] AGENT: From JSW One, sir.   (JSW One से सर।)\n[15s] CUSTOMER: Yes, yes.   (हाँजी हाँजी।)\n[16s] AGENT: Uh sir, in your Malhotra Industries, is there any requirement for steel right now? If you need to purchase HR or anything?   (अ सर ये अपना मल्होत्रा इंडस्ट्रीज में अभी कुछ requirement रहेगा steel में? HR वगेरा कुछ purchase करने का हो तो?)\n[21s] CUSTOMER: Man, the rates are high right now, the ones they are quoting for commercial.   (यार अभी तो रेट ऊंचे हैं जो commercial लगा रहे हैं।)\n[24s] AGENT: Oh, you are getting commercial.   (अच्छा commercial लगा रहे हो।)\n[26s] CUSTOMER: Hmm.   (हम्म।)\n[27s] AGENT: What rate have they quoted for this, sir? For 2 mm?   (क्या रेट किया हुआ है इसका सर? 2 mm का?)\n[28s] CUSTOMER: Right now, sir, they have quoted 2 mm at 63.   (अभी तो सर किया हुआ है 2 mm 63.)\n[30s] AGENT: Hmm.   (हम्म।)\n[31s] CUSTOMER: We are taking commercial for now, sir.   (Commercial ले रहे हैं सर अभी तो।)\n[33s] AGENT: Okay. No sir, if commercial works for you, then yes, it's fine. The rate won't match then.   (अच्छा। नहीं सर commercial चलता है तो तो हाँ ठीक है। rate तो नहीं बैठेगा फिर।)\n[37s] CUSTOMER: Okay.   (ठीक है।)\n[38s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "noisy: There is significant background conversation and crosstalk on the customer's side, making some parts difficult to discern.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they buy cheaper 'commercial' grade steel, don't concede immediately; instead, pivot to discovery to understand their end-use and pitch the value of certified material, like quality and consistency.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a manufacturing lead who buys 'commercial' grade steel. The customer noted that current rates are high. The agent immediately conceded that JSW's price would not be competitive against commercial grade and ended the call without attempting any discovery or value pitching.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, Kartik was speaking from JSW One.\", \"comment\": \"Agent identified himself and the company but did not greet properly, use the customer's name, or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Uh sir, in your Malhotra Industries, is there any requirement for steel right now?\", \"comment\": \"Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the required discovery questions about the customer's business, manufacturing process, or procurement habits.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not pitch any USPs and instead conceded the call after the customer mentioned buying 'commercial' grade steel.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"is there any requirement for steel right now? If you need to purchase HR or anything?\", \"comment\": \"Agent asked if a requirement exists but failed to capture any specific details like grade, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay.\", \"comment\": \"Agent ended the call abruptly without proposing a quote, a callback, or any other concrete next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they buy cheaper 'commercial' grade steel, don't concede immediately; instead, pivot to discovery to understand their end-use and pitch the value of certified material, like quality and consistency.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Man, the rates are high right now, the ones they are quoting for commercial.\", \"response\": \"No sir, if commercial works for you, then yes, it's fine. The rate won't match then.\"}], \"call_summary\": \"The agent contacted a manufacturing lead who buys 'commercial' grade steel. The customer noted that current rates are high. The agent immediately conceded that JSW's price would not be competitive against commercial grade and ended the call without attempting any discovery or value pitching.\"}",
  "error": null,
  "latency_ms": 41031,
  "input_tokens": 3091,
  "output_tokens": 831,
  "created_at": "2026-09-25 11:07:17",
  "sentiment": "neutral",
  "sentiment_score": 0.02,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.528,
  "agent_talk_sec": 15.3,
  "customer_talk_sec": 13.7,
  "dead_air_sec": 38.0,
  "longest_monologue_sec": 4.8,
  "agent_wpm": 270.6,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 11,
  "discovery_qs": 4,
  "words_agent": 69,
  "words_customer": 46,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178903797271",
      "idx": 0,
      "speaker": "unknown",
      "start_s": 0.4,
      "end_s": 3.0,
      "text_en": "Hi, if you record your name and reason for calling.",
      "text_native": "Hi, if you record your name and reason for calling."
    },
    {
      "ucid": "21112178903797271",
      "idx": 1,
      "speaker": "customer",
      "start_s": 3.3,
      "end_s": 6.9,
      "text_en": "Yes sir babu [crosstalk] Kalu",
      "text_native": "हाँ सर बाबू [crosstalk] कालू"
    },
    {
      "ucid": "21112178903797271",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.2,
      "end_s": 7.8,
      "text_en": "Hi.",
      "text_native": "Hi."
    },
    {
      "ucid": "21112178903797271",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.3,
      "end_s": 8.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178903797271",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 9.8,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178903797271",
      "idx": 5,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 10.9,
      "text_en": "Yes.",
      "text_native": "हाँजी।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 6,
      "speaker": "agent",
      "start_s": 11.0,
      "end_s": 13.0,
      "text_en": "Sir, Kartik was speaking from JSW One.",
      "text_native": "सर कार्तिक बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 13.9,
      "text_en": "From where, sir?",
      "text_native": "कहाँ से सर?"
    },
    {
      "ucid": "21112178903797271",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.1,
      "end_s": 15.0,
      "text_en": "From JSW One, sir.",
      "text_native": "JSW One से सर।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 9,
      "speaker": "customer",
      "start_s": 15.4,
      "end_s": 16.0,
      "text_en": "Yes, yes.",
      "text_native": "हाँजी हाँजी।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 10,
      "speaker": "agent",
      "start_s": 16.2,
      "end_s": 21.0,
      "text_en": "Uh sir, in your Malhotra Industries, is there any requirement for steel right now? If you need to purchase HR or anything?",
      "text_native": "अ सर ये अपना मल्होत्रा इंडस्ट्रीज में अभी कुछ requirement रहेगा steel में? HR वगेरा कुछ purchase करने का हो तो?"
    },
    {
      "ucid": "21112178903797271",
      "idx": 11,
      "speaker": "customer",
      "start_s": 21.3,
      "end_s": 23.9,
      "text_en": "Man, the rates are high right now, the ones they are quoting for commercial.",
      "text_native": "यार अभी तो रेट ऊंचे हैं जो commercial लगा रहे हैं।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 12,
      "speaker": "agent",
      "start_s": 24.1,
      "end_s": 25.2,
      "text_en": "Oh, you are getting commercial.",
      "text_native": "अच्छा commercial लगा रहे हो।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 13,
      "speaker": "customer",
      "start_s": 25.6,
      "end_s": 26.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 14,
      "speaker": "agent",
      "start_s": 26.9,
      "end_s": 28.2,
      "text_en": "What rate have they quoted for this, sir? For 2 mm?",
      "text_native": "क्या रेट किया हुआ है इसका सर? 2 mm का?"
    },
    {
      "ucid": "21112178903797271",
      "idx": 15,
      "speaker": "customer",
      "start_s": 28.2,
      "end_s": 30.1,
      "text_en": "Right now, sir, they have quoted 2 mm at 63.",
      "text_native": "अभी तो सर किया हुआ है 2 mm 63."
    },
    {
      "ucid": "21112178903797271",
      "idx": 16,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 30.6,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 17,
      "speaker": "customer",
      "start_s": 31.0,
      "end_s": 32.8,
      "text_en": "We are taking commercial for now, sir.",
      "text_native": "Commercial ले रहे हैं सर अभी तो।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 18,
      "speaker": "agent",
      "start_s": 33.1,
      "end_s": 37.0,
      "text_en": "Okay. No sir, if commercial works for you, then yes, it's fine. The rate won't match then.",
      "text_native": "अच्छा। नहीं सर commercial चलता है तो तो हाँ ठीक है। rate तो नहीं बैठेगा फिर।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 19,
      "speaker": "customer",
      "start_s": 37.2,
      "end_s": 37.8,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178903797271",
      "idx": 20,
      "speaker": "agent",
      "start_s": 38.2,
      "end_s": 38.6,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178903797271",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, Kartik was speaking from JSW One.",
      "comment": "Agent identified himself and the company but did not greet properly, use the customer's name, or ask for permission to speak."
    },
    {
      "ucid": "21112178903797271",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Uh sir, in your Malhotra Industries, is there any requirement for steel right now?",
      "comment": "Agent did not lead with a supply or price hook, instead jumping directly to asking for a requirement."
    },
    {
      "ucid": "21112178903797271",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent did not ask any of the required discovery questions about the customer's business, manufacturing process, or procurement habits."
    },
    {
      "ucid": "21112178903797271",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not pitch any USPs and instead conceded the call after the customer mentioned buying 'commercial' grade steel."
    },
    {
      "ucid": "21112178903797271",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "is there any requirement for steel right now? If you need to purchase HR or anything?",
      "comment": "Agent asked if a requirement exists but failed to capture any specific details like grade, quantity, or location."
    },
    {
      "ucid": "21112178903797271",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay.",
      "comment": "Agent ended the call abruptly without proposing a quote, a callback, or any other concrete next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178903797271",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Man, the rates are high right now, the ones they are quoting for commercial.",
      "response": "No sir, if commercial works for you, then yes, it's fine. The rate won't match then."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}