{
  "ucid": "21112178904255521",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:45:55",
  "end_time": "2026-09-10 17:47:38",
  "duration_sec": 103,
  "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/DIA0f73545fc92161d926e7c988b69cf885.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 299,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904255521__DIA0f73545fc92161d926e7c988b69cf885.mp3",
  "audio_bytes": 264600,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 88.2,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello   (हेलो)\n[2s] AGENT: Akhil ji, good evening. Anant Shah speaking from JSW One.   (अखिल जी, गुड इवनिंग। अनंत शाह बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes sir.   (जी सर।)\n[6s] AGENT: Yes sir, is there any requirement coming for HR sheets, in coils, this month?   (जी सर, कुछ रिक्वायरमेंट आ रही है HR शीट्स में, कॉइल्स में, ये मंथ में?)\n[11s] CUSTOMER: No sir, nothing right now.   (नहीं सर, अभी कुछ नहीं।)\n[13s] AGENT: Okay. What do you manufacture, sir?   (ओके। आप क्या मैन्युफैक्चरिंग करते हैं सर?)\n[14s] CUSTOMER: We sir, we make gas stoves and such. And we make many other things too.   (हम सर गैस स्टोव वगेरा बनाते हैं हम। और बहुत सारी और भी चीजें बनाते हैं।)\n[18s] AGENT: Okay.   (ओके।)\n[18s] CUSTOMER: So you don't deal in SS, right?   (तो आप SS में डील नहीं करते हैं ना?)\n[20s] AGENT: We don't deal in SS. Sir, ours is purely HR, CR, PPGI products.   (SS में डील नहीं करते। सर हमारा प्योरली HR, CR, PPGI प्रोडक्ट्स है।)\n[23s] CUSTOMER: Yes, yes.   (जी जी।)\n[23s] AGENT: Yes, yes. There's HRPO. I am able to notice that you have been on our portal for two years but there has never been a transaction, sir.   (यस यस। HRPO है। मैं नोटिस कर पा रहा हूं आप दो साल से हैं हमारे पोर्टल पे बट कभी ट्रांजैक्शन नहीं हुआ सर।)\n[28s] CUSTOMER: At the time when I had a requirement, your rates didn't match for me.   (जिस वक्त मेरी रिक्वायरमेंट थी तो मुझे रेट्स आपके मैच नहीं करे।)\n[30s] AGENT: Okay.   (ओके।)\n[31s] CUSTOMER: For me, more than that, yes, for me more than that was the thing. Now that contract of ours is complete.   (मुझे उससे ज्यादा हां, मुझे उससे ज्यादा वो ये था। अब वो जो हमारा जो वो कॉन्ट्रैक्ट था वो पूरा हो चुका है।)\n[35s] AGENT: Okay sir.   (ओके सर।)\n[36s] CUSTOMER: Yes.   (जी।)\n[37s] AGENT: So for now, if any plan comes up, please tell me sir, I will do it if it's in HR CR.   (तो अभी के लिए अभी कुछ प्लान आएगा तो मुझे बताइए सर, मैं करता हूं HR CR में रहता है तो।)\n[41s] CUSTOMER: Now if, look, if that comes to us again, then we will definitely, definitely take the rates from you once.   (अभी अगर देखिए अगर हमारा वो फिर से आता है, तो हम बिलकुल, बिलकुल आपसे ही एक बार रेट्स लेंगे।)\n[45s] AGENT: Okay. So for the time being, do you deal in SS then? Do you deal in some other products?   (अच्छा। तो फॉर टाइमिंग आप फिर कोई SS में डील करते हैं क्या? दूसरे कुछ प्रोडक्ट्स में करते हैं क्या?)\n[48s] CUSTOMER: Yes, yes, yes.   (जी, जी, जी।)\n[49s] AGENT: Oh, okay, okay, okay. Alright sir. I'll stay in connect with you. We'll do it, sir.   (ओह, ओके, ओके, ओके। ठीक है सर। कनेक्ट में रहता हूं मैं आपसे। करते हैं सर।)\n[52s] CUSTOMER: Okay sir.   (ओके सर।)\n[53s] AGENT: Yes.   (जी।)\n[54s] CUSTOMER: Thank you.   (थैंक यू।)\n[54s] AGENT: Thank you.   (थैंक यू।)\n[55s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "27 turns, clean transcript (4% 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 past issue with price ('your rates didn't match'), you must address it directly instead of just saying 'Okay'; try offering a new quote to show our current competitiveness.",
  "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": 1,
  "material_detected": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a gas stove manufacturer who confirmed they have no current requirement for HR/CR. The customer mentioned their current work is in Stainless Steel (which JSW One doesn't supply) and that a past JSW One quote was not competitive. The agent did not counter the price objection and ended the call with a vague promise to stay in touch.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Akhil ji, good evening. Anant Shah speaking from JSW One. Yes sir, is there any requirement coming for HR sheets, in coils, this month?\", \"comment\": \"The agent did not ask for permission to speak before launching into the pitch.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any requirement coming for HR sheets, in coils, this month?\", \"comment\": \"The agent led with a direct, concise question about a potential requirement, which serves as the supply-led hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What do you manufacture, sir?\", \"comment\": \"Only asked what the customer manufactures; missed all commercial discovery questions (volume, suppliers, payment terms).\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, even after the customer raised a past concern about price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"is there any requirement coming for HR sheets, in coils, this month?\", \"comment\": \"The agent successfully qualified that the customer has no current requirement for our products.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I'll stay in connect with you. We'll do it, sir.\", \"comment\": \"The closure was vague and did not include a specific, committed next step like a callback date.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer raises a past issue with price ('your rates didn't match'), you must address it directly instead of just saying 'Okay'; try offering a new quote to show our current competitiveness.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"At the time when I had a requirement, your rates didn't match for me.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent contacted a gas stove manufacturer who confirmed they have no current requirement for HR/CR. The customer mentioned their current work is in Stainless Steel (which JSW One doesn't supply) and that a past JSW One quote was not competitive. The agent did not counter the price objection and ended the call with a vague promise to stay in touch.\"}",
  "error": null,
  "latency_ms": 37696,
  "input_tokens": 3467,
  "output_tokens": 844,
  "created_at": "2026-09-25 11:05:39",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 12,
  "neg": 1,
  "lex_hits": 6,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.561,
  "agent_talk_sec": 27.1,
  "customer_talk_sec": 21.2,
  "dead_air_sec": 54.7,
  "longest_monologue_sec": 4.4,
  "agent_wpm": 294.5,
  "interruptions": 0,
  "agent_turns": 13,
  "customer_turns": 14,
  "discovery_qs": 4,
  "words_agent": 133,
  "words_customer": 96,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904255521",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.6,
      "end_s": 2.0,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178904255521",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 5.2,
      "text_en": "Akhil ji, good evening. Anant Shah speaking from JSW One.",
      "text_native": "अखिल जी, गुड इवनिंग। अनंत शाह बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.5,
      "end_s": 5.9,
      "text_en": "Yes sir.",
      "text_native": "जी सर।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 9.5,
      "text_en": "Yes sir, is there any requirement coming for HR sheets, in coils, this month?",
      "text_native": "जी सर, कुछ रिक्वायरमेंट आ रही है HR शीट्स में, कॉइल्स में, ये मंथ में?"
    },
    {
      "ucid": "21112178904255521",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.9,
      "end_s": 12.1,
      "text_en": "No sir, nothing right now.",
      "text_native": "नहीं सर, अभी कुछ नहीं।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.6,
      "end_s": 14.2,
      "text_en": "Okay. What do you manufacture, sir?",
      "text_native": "ओके। आप क्या मैन्युफैक्चरिंग करते हैं सर?"
    },
    {
      "ucid": "21112178904255521",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.5,
      "end_s": 17.8,
      "text_en": "We sir, we make gas stoves and such. And we make many other things too.",
      "text_native": "हम सर गैस स्टोव वगेरा बनाते हैं हम। और बहुत सारी और भी चीजें बनाते हैं।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 7,
      "speaker": "agent",
      "start_s": 17.8,
      "end_s": 18.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 8,
      "speaker": "customer",
      "start_s": 18.2,
      "end_s": 20.0,
      "text_en": "So you don't deal in SS, right?",
      "text_native": "तो आप SS में डील नहीं करते हैं ना?"
    },
    {
      "ucid": "21112178904255521",
      "idx": 9,
      "speaker": "agent",
      "start_s": 20.3,
      "end_s": 22.6,
      "text_en": "We don't deal in SS. Sir, ours is purely HR, CR, PPGI products.",
      "text_native": "SS में डील नहीं करते। सर हमारा प्योरली HR, CR, PPGI प्रोडक्ट्स है।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 10,
      "speaker": "customer",
      "start_s": 22.6,
      "end_s": 23.1,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 11,
      "speaker": "agent",
      "start_s": 23.1,
      "end_s": 27.5,
      "text_en": "Yes, yes. There's HRPO. I am able to notice that you have been on our portal for two years but there has never been a transaction, sir.",
      "text_native": "यस यस। HRPO है। मैं नोटिस कर पा रहा हूं आप दो साल से हैं हमारे पोर्टल पे बट कभी ट्रांजैक्शन नहीं हुआ सर।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.5,
      "end_s": 30.2,
      "text_en": "At the time when I had a requirement, your rates didn't match for me.",
      "text_native": "जिस वक्त मेरी रिक्वायरमेंट थी तो मुझे रेट्स आपके मैच नहीं करे।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 30.6,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 14,
      "speaker": "customer",
      "start_s": 30.6,
      "end_s": 34.9,
      "text_en": "For me, more than that, yes, for me more than that was the thing. Now that contract of ours is complete.",
      "text_native": "मुझे उससे ज्यादा हां, मुझे उससे ज्यादा वो ये था। अब वो जो हमारा जो वो कॉन्ट्रैक्ट था वो पूरा हो चुका है।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 15,
      "speaker": "agent",
      "start_s": 35.3,
      "end_s": 35.9,
      "text_en": "Okay sir.",
      "text_native": "ओके सर।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 16,
      "speaker": "customer",
      "start_s": 36.3,
      "end_s": 36.6,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 17,
      "speaker": "agent",
      "start_s": 37.0,
      "end_s": 40.5,
      "text_en": "So for now, if any plan comes up, please tell me sir, I will do it if it's in HR CR.",
      "text_native": "तो अभी के लिए अभी कुछ प्लान आएगा तो मुझे बताइए सर, मैं करता हूं HR CR में रहता है तो।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 18,
      "speaker": "customer",
      "start_s": 40.7,
      "end_s": 44.4,
      "text_en": "Now if, look, if that comes to us again, then we will definitely, definitely take the rates from you once.",
      "text_native": "अभी अगर देखिए अगर हमारा वो फिर से आता है, तो हम बिलकुल, बिलकुल आपसे ही एक बार रेट्स लेंगे।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 19,
      "speaker": "agent",
      "start_s": 44.8,
      "end_s": 48.0,
      "text_en": "Okay. So for the time being, do you deal in SS then? Do you deal in some other products?",
      "text_native": "अच्छा। तो फॉर टाइमिंग आप फिर कोई SS में डील करते हैं क्या? दूसरे कुछ प्रोडक्ट्स में करते हैं क्या?"
    },
    {
      "ucid": "21112178904255521",
      "idx": 20,
      "speaker": "customer",
      "start_s": 48.0,
      "end_s": 48.7,
      "text_en": "Yes, yes, yes.",
      "text_native": "जी, जी, जी।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 21,
      "speaker": "agent",
      "start_s": 48.7,
      "end_s": 52.0,
      "text_en": "Oh, okay, okay, okay. Alright sir. I'll stay in connect with you. We'll do it, sir.",
      "text_native": "ओह, ओके, ओके, ओके। ठीक है सर। कनेक्ट में रहता हूं मैं आपसे। करते हैं सर।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 22,
      "speaker": "customer",
      "start_s": 52.0,
      "end_s": 52.6,
      "text_en": "Okay sir.",
      "text_native": "ओके सर।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 23,
      "speaker": "agent",
      "start_s": 52.6,
      "end_s": 53.5,
      "text_en": "Yes.",
      "text_native": "जी।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 24,
      "speaker": "customer",
      "start_s": 53.5,
      "end_s": 54.0,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 25,
      "speaker": "agent",
      "start_s": 54.0,
      "end_s": 54.5,
      "text_en": "Thank you.",
      "text_native": "थैंक यू।"
    },
    {
      "ucid": "21112178904255521",
      "idx": 26,
      "speaker": "customer",
      "start_s": 55.0,
      "end_s": 55.8,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904255521",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Akhil ji, good evening. Anant Shah speaking from JSW One. Yes sir, is there any requirement coming for HR sheets, in coils, this month?",
      "comment": "The agent did not ask for permission to speak before launching into the pitch."
    },
    {
      "ucid": "21112178904255521",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "is there any requirement coming for HR sheets, in coils, this month?",
      "comment": "The agent led with a direct, concise question about a potential requirement, which serves as the supply-led hook."
    },
    {
      "ucid": "21112178904255521",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 2,
      "evidence": "What do you manufacture, sir?",
      "comment": "Only asked what the customer manufactures; missed all commercial discovery questions (volume, suppliers, payment terms)."
    },
    {
      "ucid": "21112178904255521",
      "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, even after the customer raised a past concern about price."
    },
    {
      "ucid": "21112178904255521",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "is there any requirement coming for HR sheets, in coils, this month?",
      "comment": "The agent successfully qualified that the customer has no current requirement for our products."
    },
    {
      "ucid": "21112178904255521",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I'll stay in connect with you. We'll do it, sir.",
      "comment": "The closure was vague and did not include a specific, committed next step like a callback date."
    }
  ],
  "objections": [
    {
      "ucid": "21112178904255521",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "At the time when I had a requirement, your rates didn't match for me.",
      "response": "Okay."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}