{
  "ucid": "21112178904323831",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:57:18",
  "end_time": "2026-09-10 17:58:32",
  "duration_sec": 74,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Not_Answered",
  "agent": "Aditya Pandey",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA3ebd08be483ca1e5740f9c3f1d8bfeff.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 295,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904323831__DIA3ebd08be483ca1e5740f9c3f1d8bfeff.mp3",
  "audio_bytes": 165456,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 55.152,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[1s] CUSTOMER: Yes.   (हां जी।)\n[2s] AGENT: Is Anil speaking, sir? Anil Goyal?   (अनिल बोल रहे हैं सर? अनिल गोयल?)\n[3s] CUSTOMER: Who is speaking?   (कौन बोल रहे हैं?)\n[4s] AGENT: Sir, hello, I am Aditya Pandey speaking from JSW One.   (सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।)\n[6s] CUSTOMER: From where?   (कहां से?)\n[7s] AGENT: Sir, I was speaking from JSW, from Jindal.   (सर JSW से बात कर रहा था, जिंदल से।)\n[8s] CUSTOMER: Tell me, brother.   (बताइए भैया।)\n[9s] AGENT: That's what I wanted to know sir, if you have any requirement in HR, sir?   (वही सर जानना था कि आपको कोई requirement सर HR में?)\n[11s] CUSTOMER: Brother, there are many requirements in HR. If you can provide the material.   (भैया requirement तो बहुत सारी हैं HR में। माल दे पाओ तो आप।)\n[14s] AGENT: Yes sir, we'll get it for you, what's the big deal.   (हां सर, दिलवा देंगे, इसमें क्या है।)\n[16s] CUSTOMER: We have material, the stockyard is in Ghaziabad.   (हमारा है material गाजियाबाद में है stockyard।)\n[18s] AGENT: Okay.   (अच्छा।)\n[18s] CUSTOMER: Okay, you send 'hi' on WhatsApp, I am sending you the details. Tell me what all material you have.   (चलो आप WhatsApp पे hi लिख के भेजो, मैं आपको detail भेज रहा हूं। बताओ क्या-क्या material है आपके पास।)\n[21s] AGENT: Can I ask one thing, is yours a trading business or manufacturing?   (एक पूछ सकता हूं, आपका trading business है कि manufacturing है?)\n[24s] CUSTOMER: It's both, brother.   (दोनों ही है भैया।)\n[25s] AGENT: Oh, you do both. I mean, what do you do in manufacturing, can you tell me a little for my information?   (अच्छा दोनों ही करते हैं। मतलब manufacturing में क्या करते हैं थोड़ा बता सकते हैं मेरे information के लिए?)\n[28s] CUSTOMER: That's no problem, we can talk later. If you have the material, then tell me about the material.   (वो कोई बात नहीं, बाद में बात कर लेना। अगर माल है तो आप माल बताइए तो।)\n[30s] AGENT: Okay, I am WhatsApping you. You tell me what your requirement is. I will revert to you.   (ठीक है, मैं आपको WhatsApp कर रहा हूं। आप मुझे बता दीजिए आपकी क्या requirement है। मैं आपको revert कर दूंगा।)\n[34s] CUSTOMER: [inaudible]",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 21,
  "connected": 1,
  "audio_notes": "clear: Some background office chatter is present but does not significantly hinder transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "21 turns, clean transcript (5% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 1,
  "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": "[\"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer deflects discovery, briefly explain *why* you need the information (e.g., 'to provide relevant stock details') before agreeing to take the conversation offline.",
  "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 lead who does both manufacturing and trading. The customer confirmed having HR requirements but immediately deflected discovery questions, asking the agent to connect on WhatsApp to share details. The agent agreed, failing to capture requirement specifics or pitch any USPs on the call. The call ended with a weak commitment to exchange information via WhatsApp.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, hello, I am Aditya Pandey speaking from JSW One.\", \"comment\": \"Agent greeted, introduced himself and the company, and used the customer's name, and the customer engaged willingly, implying permission.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"We have material, the stockyard is in Ghaziabad.\", \"comment\": \"After the customer mentioned having requirements, the agent correctly led with an availability signal.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"I mean, what do you do in manufacturing, can you tell me a little for my information?\", \"comment\": \"Agent only asked about the nature of the business before the customer deflected; this is insufficient for even a partial pass.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as the agent was unable to complete discovery.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"You tell me what your requirement is. I will revert to you.\", \"comment\": \"Agent asked if a requirement exists but failed to capture any specific details (grade, size, qty) on the call, deferring to WhatsApp.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, I am WhatsApping you. You tell me what your requirement is. I will revert to you.\", \"comment\": \"The agent agreed to connect on WhatsApp, which is not a firm next step like a quote with a turnaround time or a scheduled callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer deflects discovery, briefly explain *why* you need the information (e.g., 'to provide relevant stock details') before agreeing to take the conversation offline.\", \"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\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"If you have the material, then tell me about the material.\", \"response\": \"Okay, I am WhatsApping you. You tell me what your requirement is. I will revert to you.\"}], \"call_summary\": \"The agent contacted a lead who does both manufacturing and trading. The customer confirmed having HR requirements but immediately deflected discovery questions, asking the agent to connect on WhatsApp to share details. The agent agreed, failing to capture requirement specifics or pitch any USPs on the call. The call ended with a weak commitment to exchange information via WhatsApp.\"}",
  "error": null,
  "latency_ms": 38702,
  "input_tokens": 3226,
  "output_tokens": 874,
  "created_at": "2026-09-25 11:05:26",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 6,
  "neg": 6,
  "lex_hits": 7,
  "objection_phrases": "[]",
  "sentiment_method": "lexical only",
  "talk_ratio": 0.538,
  "agent_talk_sec": 17.6,
  "customer_talk_sec": 15.1,
  "dead_air_sec": 41.3,
  "longest_monologue_sec": 3.5,
  "agent_wpm": 347.7,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 11,
  "discovery_qs": 6,
  "words_agent": 102,
  "words_customer": 72,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904323831",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 0.59,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.89,
      "end_s": 1.23,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.3,
      "end_s": 1.64,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 3,
      "speaker": "agent",
      "start_s": 1.74,
      "end_s": 3.04,
      "text_en": "Is Anil speaking, sir? Anil Goyal?",
      "text_native": "अनिल बोल रहे हैं सर? अनिल गोयल?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.14,
      "end_s": 3.74,
      "text_en": "Who is speaking?",
      "text_native": "कौन बोल रहे हैं?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 5,
      "speaker": "agent",
      "start_s": 3.84,
      "end_s": 6.24,
      "text_en": "Sir, hello, I am Aditya Pandey speaking from JSW One.",
      "text_native": "सर नमस्ते, मैं आदित्य पांडे बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 6,
      "speaker": "customer",
      "start_s": 6.34,
      "end_s": 6.84,
      "text_en": "From where?",
      "text_native": "कहां से?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 7,
      "speaker": "agent",
      "start_s": 6.94,
      "end_s": 8.24,
      "text_en": "Sir, I was speaking from JSW, from Jindal.",
      "text_native": "सर JSW से बात कर रहा था, जिंदल से।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.24,
      "end_s": 9.24,
      "text_en": "Tell me, brother.",
      "text_native": "बताइए भैया।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 9,
      "speaker": "agent",
      "start_s": 9.24,
      "end_s": 11.24,
      "text_en": "That's what I wanted to know sir, if you have any requirement in HR, sir?",
      "text_native": "वही सर जानना था कि आपको कोई requirement सर HR में?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 10,
      "speaker": "customer",
      "start_s": 11.24,
      "end_s": 14.24,
      "text_en": "Brother, there are many requirements in HR. If you can provide the material.",
      "text_native": "भैया requirement तो बहुत सारी हैं HR में। माल दे पाओ तो आप।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.34,
      "end_s": 15.64,
      "text_en": "Yes sir, we'll get it for you, what's the big deal.",
      "text_native": "हां सर, दिलवा देंगे, इसमें क्या है।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 12,
      "speaker": "customer",
      "start_s": 15.74,
      "end_s": 17.54,
      "text_en": "We have material, the stockyard is in Ghaziabad.",
      "text_native": "हमारा है material गाजियाबाद में है stockyard।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 13,
      "speaker": "agent",
      "start_s": 17.54,
      "end_s": 17.94,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 14,
      "speaker": "customer",
      "start_s": 18.04,
      "end_s": 21.24,
      "text_en": "Okay, you send 'hi' on WhatsApp, I am sending you the details. Tell me what all material you have.",
      "text_native": "चलो आप WhatsApp पे hi लिख के भेजो, मैं आपको detail भेज रहा हूं। बताओ क्या-क्या material है आपके पास।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 15,
      "speaker": "agent",
      "start_s": 21.34,
      "end_s": 23.54,
      "text_en": "Can I ask one thing, is yours a trading business or manufacturing?",
      "text_native": "एक पूछ सकता हूं, आपका trading business है कि manufacturing है?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 16,
      "speaker": "customer",
      "start_s": 23.64,
      "end_s": 24.54,
      "text_en": "It's both, brother.",
      "text_native": "दोनों ही है भैया।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 17,
      "speaker": "agent",
      "start_s": 24.64,
      "end_s": 27.54,
      "text_en": "Oh, you do both. I mean, what do you do in manufacturing, can you tell me a little for my information?",
      "text_native": "अच्छा दोनों ही करते हैं। मतलब manufacturing में क्या करते हैं थोड़ा बता सकते हैं मेरे information के लिए?"
    },
    {
      "ucid": "21112178904323831",
      "idx": 18,
      "speaker": "customer",
      "start_s": 27.64,
      "end_s": 30.24,
      "text_en": "That's no problem, we can talk later. If you have the material, then tell me about the material.",
      "text_native": "वो कोई बात नहीं, बाद में बात कर लेना। अगर माल है तो आप माल बताइए तो।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 19,
      "speaker": "agent",
      "start_s": 30.34,
      "end_s": 33.84,
      "text_en": "Okay, I am WhatsApping you. You tell me what your requirement is. I will revert to you.",
      "text_native": "ठीक है, मैं आपको WhatsApp कर रहा हूं। आप मुझे बता दीजिए आपकी क्या requirement है। मैं आपको revert कर दूंगा।"
    },
    {
      "ucid": "21112178904323831",
      "idx": 20,
      "speaker": "customer",
      "start_s": 33.94,
      "end_s": 34.54,
      "text_en": "[inaudible]",
      "text_native": "[inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904323831",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Sir, hello, I am Aditya Pandey speaking from JSW One.",
      "comment": "Agent greeted, introduced himself and the company, and used the customer's name, and the customer engaged willingly, implying permission."
    },
    {
      "ucid": "21112178904323831",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "We have material, the stockyard is in Ghaziabad.",
      "comment": "After the customer mentioned having requirements, the agent correctly led with an availability signal."
    },
    {
      "ucid": "21112178904323831",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "I mean, what do you do in manufacturing, can you tell me a little for my information?",
      "comment": "Agent only asked about the nature of the business before the customer deflected; this is insufficient for even a partial pass."
    },
    {
      "ucid": "21112178904323831",
      "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 as the agent was unable to complete discovery."
    },
    {
      "ucid": "21112178904323831",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "You tell me what your requirement is. I will revert to you.",
      "comment": "Agent asked if a requirement exists but failed to capture any specific details (grade, size, qty) on the call, deferring to WhatsApp."
    },
    {
      "ucid": "21112178904323831",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay, I am WhatsApping you. You tell me what your requirement is. I will revert to you.",
      "comment": "The agent agreed to connect on WhatsApp, which is not a firm next step like a quote with a turnaround time or a scheduled callback."
    }
  ],
  "objections": [
    {
      "ucid": "21112178904323831",
      "obj_type": "send_price_will_think",
      "state": "mishandled",
      "evidence": "If you have the material, then tell me about the material.",
      "response": "Okay, I am WhatsApping you. You tell me what your requirement is. I will revert to you."
    }
  ],
  "missed_steps": [
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}