{
  "ucid": "21112178904268721",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:48:07",
  "end_time": "2026-09-10 17:49:25",
  "duration_sec": 78,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAbd33cb096fe83231499596770fba7926.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 298,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904268721__DIAbd33cb096fe83231499596770fba7926.mp3",
  "audio_bytes": 196128,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 65.376,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हॅलो?)\n[3s] AGENT: Hello?   (हॅलो?)\n[5s] CUSTOMER: Hello?   (हॅलो?)\n[6s] CUSTOMER: Yes.   (हां।)\n[7s] AGENT: Sir, greetings, this is Abdul speaking from JSW.   (सर जी नमस्कार, अब्दुल बात कर रहा हूं मैं JSW से।)\n[9s] CUSTOMER: Yes, yes, please speak, sir.   (हां जी हां जी बोलिए सर।)\n[10s] AGENT: Sir, is there any requirement for steel? I called for that. Any requirement in HR, CR, sir?   (सर जी कुछ रिक्वायरमेंट है क्या स्टील में इसके लिए फोन किया था। HRCR में कुछ रिक्वायरमेंट है सर?)\n[14s] CUSTOMER: In HR, 2 mm, 1.4.   (HR में 2 mm, 1.4.)\n[16s] AGENT: Sir, 2 mm and 1.6 are not available at all. That's why the demand is high. Did you understand or not? You know, I mean, the customer thinks that we are crazy. Understand, sir? It's becoming less than the demand.   (सर 2 mm और 1.6 अवेलेबल ही नहीं है। इसलिए ज्यादा डिमांड आ रहा है। समझे कि नहीं? पता है मतलब मतलब कस्टमर को लगता है ना कि कि हम लोग पागल हैं। समझे ना सर? डिमांड से कम हो रहा है।)\n[20s] CUSTOMER: No, no, for me, for me, we make tawas (griddles) from it. So that's why I have a regular requirement for 2 mm and 1.4, brother.   (नहीं नहीं, मेरी तो मेरी तो अपने यहां तवा बनता है ना उसका। तो इसलिए मेरी तो 2 mm की रेगुलर और 1.4 की रेगुलर रिक्वायरमेंट रहती है भई।)\n[26s] AGENT: Hmm.   (हम्म।)\n[26s] CUSTOMER: Yes.   (हां।)\n[28s] AGENT: Okay okay sir.   (ओके ओके सर।)\n[28s] CUSTOMER: And, and any other... right now, my 2.5, 2.25 product is about to be made. But it hasn't started yet. It will take me another month for that. Then I will ask you for 2.25, 2.5, and 3 mm.   (और और कोई अभी अभी अभी मेरा 2.5, 2.25 का प्रोडक्ट अभी बनने वाला है। लेकिन अभी फिलहाल नहीं चालू हुआ। उसका मेरा और और महीना लगेगा। फिर आपसे 2.25, 2.5 और 3 mm मांगूंगा।)\n[36s] AGENT: I am sending you a message from my number, sir. When you have a requirement, please let me know, okay?   (मैं आपको अपना नंबर से मैसेज कर दे रहा हूं सर। जब रिक्वायरमेंट हो तो आप बताइएगा, ठीक है?)\n[40s] CUSTOMER: Do it, sir, do it.   (कर दो सर, कर दो।)\n[40s] AGENT: Yes sir, thank you.   (जी सर, थैंक यू।)\n[42s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise (call center environment) on the agent's side, but the conversation is mostly intelligible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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": 1.0,
  "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\"]",
  "pitch_coaching_note": "You must attempt discovery even if the initial item is out of stock; understanding the customer's full range of needs is essential for future business.",
  "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": "out_of_stock",
  "supply_details": "AGENT: Sir, 2 mm and 1.6 are not available at all.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer of tawas (griddles), expressed a regular requirement for 2mm and 1.4mm HR steel. The agent immediately stated that 2mm material is unavailable due to high demand. The call concluded with the agent agreeing to send his contact details for future requirements.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into asking for a requirement.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead opening with a generic 'Any requirement in HR, CR, sir?'\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent asked zero discovery questions; the customer volunteered what they make, but the agent did not probe further.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and consequently no relevant USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: In HR, 2 mm, 1.4.\", \"comment\": \"The customer stated a requirement, but the agent did not capture full details (qty, width, location) before declaring it out of stock.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: I am sending you a message from my number, sir. When you have a requirement, please let me know, okay?\", \"comment\": \"The agent established a clear, albeit passive, next step by offering to send his contact information for future needs.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must attempt discovery even if the initial item is out of stock; understanding the customer's full range of needs is essential for future business.\", \"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\": \"out_of_stock\", \"supply_details\": \"AGENT: Sir, 2 mm and 1.6 are not available at all.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, a manufacturer of tawas (griddles), expressed a regular requirement for 2mm and 1.4mm HR steel. The agent immediately stated that 2mm material is unavailable due to high demand. The call concluded with the agent agreeing to send his contact details for future requirements.\"}",
  "error": null,
  "latency_ms": 25698,
  "input_tokens": 3275,
  "output_tokens": 758,
  "created_at": "2026-09-25 11:05:26",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.459,
  "agent_talk_sec": 15.5,
  "customer_talk_sec": 18.3,
  "dead_air_sec": 44.2,
  "longest_monologue_sec": 5.0,
  "agent_wpm": 367.7,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 10,
  "discovery_qs": 6,
  "words_agent": 95,
  "words_customer": 91,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904268721",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.57,
      "end_s": 2.14,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178904268721",
      "idx": 1,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 3.5,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178904268721",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.6,
      "end_s": 5.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178904268721",
      "idx": 3,
      "speaker": "customer",
      "start_s": 5.8,
      "end_s": 6.1,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.88,
      "end_s": 9.0,
      "text_en": "Sir, greetings, this is Abdul speaking from JSW.",
      "text_native": "सर जी नमस्कार, अब्दुल बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 5,
      "speaker": "customer",
      "start_s": 9.3,
      "end_s": 10.2,
      "text_en": "Yes, yes, please speak, sir.",
      "text_native": "हां जी हां जी बोलिए सर।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 13.5,
      "text_en": "Sir, is there any requirement for steel? I called for that. Any requirement in HR, CR, sir?",
      "text_native": "सर जी कुछ रिक्वायरमेंट है क्या स्टील में इसके लिए फोन किया था। HRCR में कुछ रिक्वायरमेंट है सर?"
    },
    {
      "ucid": "21112178904268721",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 15.2,
      "text_en": "In HR, 2 mm, 1.4.",
      "text_native": "HR में 2 mm, 1.4."
    },
    {
      "ucid": "21112178904268721",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.5,
      "end_s": 20.5,
      "text_en": "Sir, 2 mm and 1.6 are not available at all. That's why the demand is high. Did you understand or not? You know, I mean, the customer thinks that we are crazy. Understand, sir? It's becoming less than the demand.",
      "text_native": "सर 2 mm और 1.6 अवेलेबल ही नहीं है। इसलिए ज्यादा डिमांड आ रहा है। समझे कि नहीं? पता है मतलब मतलब कस्टमर को लगता है ना कि कि हम लोग पागल हैं। समझे ना सर? डिमांड से कम हो रहा है।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 9,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 25.5,
      "text_en": "No, no, for me, for me, we make tawas (griddles) from it. So that's why I have a regular requirement for 2 mm and 1.4, brother.",
      "text_native": "नहीं नहीं, मेरी तो मेरी तो अपने यहां तवा बनता है ना उसका। तो इसलिए मेरी तो 2 mm की रेगुलर और 1.4 की रेगुलर रिक्वायरमेंट रहती है भई।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 10,
      "speaker": "agent",
      "start_s": 25.5,
      "end_s": 26.0,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 11,
      "speaker": "customer",
      "start_s": 26.5,
      "end_s": 26.8,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 12,
      "speaker": "agent",
      "start_s": 27.8,
      "end_s": 28.3,
      "text_en": "Okay okay sir.",
      "text_native": "ओके ओके सर।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 13,
      "speaker": "customer",
      "start_s": 28.5,
      "end_s": 36.5,
      "text_en": "And, and any other... right now, my 2.5, 2.25 product is about to be made. But it hasn't started yet. It will take me another month for that. Then I will ask you for 2.25, 2.5, and 3 mm.",
      "text_native": "और और कोई अभी अभी अभी मेरा 2.5, 2.25 का प्रोडक्ट अभी बनने वाला है। लेकिन अभी फिलहाल नहीं चालू हुआ। उसका मेरा और और महीना लगेगा। फिर आपसे 2.25, 2.5 और 3 mm मांगूंगा।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 14,
      "speaker": "agent",
      "start_s": 36.5,
      "end_s": 39.5,
      "text_en": "I am sending you a message from my number, sir. When you have a requirement, please let me know, okay?",
      "text_native": "मैं आपको अपना नंबर से मैसेज कर दे रहा हूं सर। जब रिक्वायरमेंट हो तो आप बताइएगा, ठीक है?"
    },
    {
      "ucid": "21112178904268721",
      "idx": 15,
      "speaker": "customer",
      "start_s": 39.5,
      "end_s": 40.5,
      "text_en": "Do it, sir, do it.",
      "text_native": "कर दो सर, कर दो।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 16,
      "speaker": "agent",
      "start_s": 40.5,
      "end_s": 41.2,
      "text_en": "Yes sir, thank you.",
      "text_native": "जी सर, थैंक यू।"
    },
    {
      "ucid": "21112178904268721",
      "idx": 17,
      "speaker": "customer",
      "start_s": 41.8,
      "end_s": 42.2,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904268721",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission to speak, jumping directly into asking for a requirement."
    },
    {
      "ucid": "21112178904268721",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not lead with a supply or price hook, instead opening with a generic 'Any requirement in HR, CR, sir?'"
    },
    {
      "ucid": "21112178904268721",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent asked zero discovery questions; the customer volunteered what they make, but the agent did not probe further."
    },
    {
      "ucid": "21112178904268721",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and consequently no relevant USPs were pitched."
    },
    {
      "ucid": "21112178904268721",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: In HR, 2 mm, 1.4.",
      "comment": "The customer stated a requirement, but the agent did not capture full details (qty, width, location) before declaring it out of stock."
    },
    {
      "ucid": "21112178904268721",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "AGENT: I am sending you a message from my number, sir. When you have a requirement, please let me know, okay?",
      "comment": "The agent established a clear, albeit passive, next step by offering to send his contact information for future needs."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}