{
  "ucid": "21112178904335281",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:59:12",
  "end_time": "2026-09-10 18:01:08",
  "duration_sec": 116,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Ronak Mehta",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7fe8282957c9e6c509c5bf7afc1b3685.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 294,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904335281__DIA7fe8282957c9e6c509c5bf7afc1b3685.mp3",
  "audio_bytes": 304992,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 101.664,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello?   (हेलो?)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes?   (हांजी?)\n[2s] AGENT: Hello?   (हेलो?)\n[3s] AGENT: Yes, good evening sir. I'm speaking from JSW, Ronak Mehta. Is there any plan coming up for procuring any material in HR, CR this month, sir?   (जी, गुड इवनिंग सर। JSW से बात कर रहा हूं, रौनक मेहता। अभी कुछ HR में, CR में कुछ प्लान अभी आ रहा है सर मटेरियल ये मंथ प्रोक्योर करने का?)\n[8s] CUSTOMER: Not right now, no.   (नहीं है अभी नहीं।)\n[9s] AGENT: Hmm.   (हम्म।)\n[9s] AGENT: Which material do you deal in, sir? I could see your E-Fab Power Controls system here.   (कौनसे मटेरियल में डील करते हैं सर आप? अपना E-Fab Power Controls का सिस्टम दिख रहा था मुझे यहां पे।)\n[13s] CUSTOMER: No, we have already taken it. We take CR, CR.   (नहीं, अभी हम ले चुके हैं। अभी CR, CR लेते हैं हम।)\n[16s] AGENT: You take CR. Okay. And how many tons is your monthly purchase?   (CR लेते हैं। ओके। और कितना टन रहता है आपका मंथली का परचेस?)\n[19s] CUSTOMER: Monthly is not that much, it's around ten-twenty tons.   (मंथली का तो ज्यादा नहीं रहता है, दस-बीस टन के आसपास रहता है।)\n[21s] AGENT: We can do it, no problem.   (कर देंगे ना, कोई प्रॉब्लम नहीं है।)\n[22s] AGENT: Is anything coming up for next month or next week?   (अभी नेक्स्ट मंथ के लिए या नेक्स्ट वीक के लिए कुछ आ रहा है अभी?)\n[24s] CUSTOMER: Not for now. Today is the 10th, so we will order around the 25th.   (अभी फिलहाल तो नहीं है। अभी दस तारीख है, मतलब आर्डर करेंगे हम वही 25th के आसपास।)\n[29s] AGENT: Around the 25th? Because I was seeing here that your account is from 2024, but not a single transaction has happened with us. So which material do you take besides JSW?   (25th के आसपास? क्योंकि मैं आपको देख रहा था यहां पे 2024 से अकाउंट है पर कभी एक भी ट्रांजैक्शन नहीं हुआ है हमारे साथ आपका। तो आप कौनसा मटेरियल लेते हैं JSW के अलावा?)\n[34s] CUSTOMER: We take Tata.   (Tata लेते हैं।)\n[35s] AGENT: You take Tata. Okay.   (Tata लेते हैं। ओके।)\n[36s] AGENT: Try it out, sir. Try doing a transaction with us as well. I will ping you once by the 25th.   (करके देखिए सर, हमारे साथ भी ट्रांजैक्शन करके देखिए। आपको मैं पिंग करता हूं पच्चीस तारीख के तक एक बार।)\n[39s] CUSTOMER: Okay, you can contact me once, then we will talk, then we will place the order.   (ठीक है, आप हमको कर लीजिए एक बार, फिर हम बात कर लेंगे, फिर आर्डर कर देंगे।)\n[42s] AGENT: Okay.   (ओके।)\n[42s] AGENT: Okay sir. Your good name sir?   (ओके सर। आपका गुड नेम सर?)\n[44s] CUSTOMER: Hemant, I am Hemant speaking.   (हेमंत, हेमंत बोल रहा हूं मैं।)\n[45s] AGENT: Okay. And what do you make? What all do you make in power controls, sir?   (ओके। और क्या बनाते हैं आप? आप पावर कंट्रोल्स में क्या-क्या बनाते हो सर?)\n[48s] CUSTOMER: We make panels.   (हम पैनल्स बनाते हैं।)\n[50s] AGENT: Electric panel?   (इलेक्ट्रिक पैनल?)\n[50s] CUSTOMER: Yes, yes.   (हांजी हांजी।)\n[52s] AGENT: I see.   (अच्छा।)\n[52s] AGENT: Yes yes, okay, that will work. I will ping you on WhatsApp. Thank you sir.   (जी जी, ठीक है, चलेगा। मैं आपको पिंग करता हूं WhatsApp पे। थैंक यू सर।)\n[55s] CUSTOMER: Okay.   (ओके।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 29,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "29 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": 2.0,
  "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 did well to secure a callback for a future need. Next time, give the customer a reason to talk to you then by pitching a relevant benefit (like our delivery speed or quality) after you discover they use a competitor.",
  "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 spoke with Hemant from E-Fab Power Controls, a manufacturer of electric panels. The customer uses 10-20 tons of CR material monthly, currently sourced from Tata. While there was no immediate need, the customer expects to place an order around the 25th of the month, and the agent successfully scheduled a callback for that time.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, good evening sir. I'm speaking from JSW, Ronak Mehta. Is there any plan coming up for procuring any material in HR, CR this month, sir?\", \"comment\": \"The agent did not use the customer's name or ask for permission before jumping into a business question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Is there any plan coming up for procuring any material in HR, CR this month, sir?\", \"comment\": \"The agent did not provide a hook or benefit signal (e.g., price, availability); they opened with a direct qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"partial\", \"questions_hit\": 4, \"evidence\": \"how many tons is your monthly purchase?... which material do you take besides JSW?... what do you make?\", \"comment\": \"Agent successfully asked about what they make, monthly tonnage, and current supplier, but missed payment terms and JSW's potential share.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Try it out, sir. Try doing a transaction with us as well.\", \"comment\": \"The agent asked for a trial order but did not pitch any specific USPs or benefits to justify why the customer should try JSW One.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"we will order around the 25th.\", \"comment\": \"While a future requirement was identified, the agent failed to capture any specific details like grade, thickness, or quantity for that requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will ping you once by the 25th.\", \"comment\": \"Agent secured a clear, committed next step with an agreed-upon date for a callback, which the customer accepted.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You did well to secure a callback for a future need. Next time, give the customer a reason to talk to you then by pitching a relevant benefit (like our delivery speed or quality) after you discover they use a competitor.\", \"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\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"We take Tata.\", \"response\": \"Try it out, sir. Try doing a transaction with us as well.\"}], \"call_summary\": \"The agent spoke with Hemant from E-Fab Power Controls, a manufacturer of electric panels. The customer uses 10-20 tons of CR material monthly, currently sourced from Tata. While there was no immediate need, the customer expects to place an order around the 25th of the month, and the agent successfully scheduled a callback for that time.\"}",
  "error": null,
  "latency_ms": 39206,
  "input_tokens": 3568,
  "output_tokens": 920,
  "created_at": "2026-09-25 11:05:25",
  "sentiment": "neutral",
  "sentiment_score": -0.143,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 2,
  "lex_hits": 9,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.655,
  "agent_talk_sec": 32.5,
  "customer_talk_sec": 17.1,
  "dead_air_sec": 66.4,
  "longest_monologue_sec": 5.4,
  "agent_wpm": 313.8,
  "interruptions": 0,
  "agent_turns": 17,
  "customer_turns": 12,
  "discovery_qs": 12,
  "words_agent": 170,
  "words_customer": 70,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904335281",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.5,
      "end_s": 1.0,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.7,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.8,
      "end_s": 2.2,
      "text_en": "Yes?",
      "text_native": "हांजी?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.6,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 4,
      "speaker": "agent",
      "start_s": 2.7,
      "end_s": 7.6,
      "text_en": "Yes, good evening sir. I'm speaking from JSW, Ronak Mehta. Is there any plan coming up for procuring any material in HR, CR this month, sir?",
      "text_native": "जी, गुड इवनिंग सर। JSW से बात कर रहा हूं, रौनक मेहता। अभी कुछ HR में, CR में कुछ प्लान अभी आ रहा है सर मटेरियल ये मंथ प्रोक्योर करने का?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.8,
      "text_en": "Not right now, no.",
      "text_native": "नहीं है अभी नहीं।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 6,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 9.2,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.3,
      "end_s": 13.0,
      "text_en": "Which material do you deal in, sir? I could see your E-Fab Power Controls system here.",
      "text_native": "कौनसे मटेरियल में डील करते हैं सर आप? अपना E-Fab Power Controls का सिस्टम दिख रहा था मुझे यहां पे।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.1,
      "end_s": 15.5,
      "text_en": "No, we have already taken it. We take CR, CR.",
      "text_native": "नहीं, अभी हम ले चुके हैं। अभी CR, CR लेते हैं हम।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.6,
      "end_s": 18.5,
      "text_en": "You take CR. Okay. And how many tons is your monthly purchase?",
      "text_native": "CR लेते हैं। ओके। और कितना टन रहता है आपका मंथली का परचेस?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 10,
      "speaker": "customer",
      "start_s": 18.6,
      "end_s": 20.8,
      "text_en": "Monthly is not that much, it's around ten-twenty tons.",
      "text_native": "मंथली का तो ज्यादा नहीं रहता है, दस-बीस टन के आसपास रहता है।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.9,
      "end_s": 22.0,
      "text_en": "We can do it, no problem.",
      "text_native": "कर देंगे ना, कोई प्रॉब्लम नहीं है।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 12,
      "speaker": "agent",
      "start_s": 22.1,
      "end_s": 24.0,
      "text_en": "Is anything coming up for next month or next week?",
      "text_native": "अभी नेक्स्ट मंथ के लिए या नेक्स्ट वीक के लिए कुछ आ रहा है अभी?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 13,
      "speaker": "customer",
      "start_s": 24.5,
      "end_s": 28.5,
      "text_en": "Not for now. Today is the 10th, so we will order around the 25th.",
      "text_native": "अभी फिलहाल तो नहीं है। अभी दस तारीख है, मतलब आर्डर करेंगे हम वही 25th के आसपास।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 14,
      "speaker": "agent",
      "start_s": 28.6,
      "end_s": 34.0,
      "text_en": "Around the 25th? Because I was seeing here that your account is from 2024, but not a single transaction has happened with us. So which material do you take besides JSW?",
      "text_native": "25th के आसपास? क्योंकि मैं आपको देख रहा था यहां पे 2024 से अकाउंट है पर कभी एक भी ट्रांजैक्शन नहीं हुआ है हमारे साथ आपका। तो आप कौनसा मटेरियल लेते हैं JSW के अलावा?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 15,
      "speaker": "customer",
      "start_s": 34.2,
      "end_s": 34.8,
      "text_en": "We take Tata.",
      "text_native": "Tata लेते हैं।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 16,
      "speaker": "agent",
      "start_s": 35.2,
      "end_s": 36.0,
      "text_en": "You take Tata. Okay.",
      "text_native": "Tata लेते हैं। ओके।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 17,
      "speaker": "agent",
      "start_s": 36.1,
      "end_s": 39.0,
      "text_en": "Try it out, sir. Try doing a transaction with us as well. I will ping you once by the 25th.",
      "text_native": "करके देखिए सर, हमारे साथ भी ट्रांजैक्शन करके देखिए। आपको मैं पिंग करता हूं पच्चीस तारीख के तक एक बार।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 18,
      "speaker": "customer",
      "start_s": 39.1,
      "end_s": 41.5,
      "text_en": "Okay, you can contact me once, then we will talk, then we will place the order.",
      "text_native": "ठीक है, आप हमको कर लीजिए एक बार, फिर हम बात कर लेंगे, फिर आर्डर कर देंगे।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 19,
      "speaker": "agent",
      "start_s": 41.6,
      "end_s": 41.9,
      "text_en": "Okay.",
      "text_native": "ओके।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 20,
      "speaker": "agent",
      "start_s": 42.1,
      "end_s": 43.5,
      "text_en": "Okay sir. Your good name sir?",
      "text_native": "ओके सर। आपका गुड नेम सर?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 21,
      "speaker": "customer",
      "start_s": 43.6,
      "end_s": 45.0,
      "text_en": "Hemant, I am Hemant speaking.",
      "text_native": "हेमंत, हेमंत बोल रहा हूं मैं।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 22,
      "speaker": "agent",
      "start_s": 45.3,
      "end_s": 48.0,
      "text_en": "Okay. And what do you make? What all do you make in power controls, sir?",
      "text_native": "ओके। और क्या बनाते हैं आप? आप पावर कंट्रोल्स में क्या-क्या बनाते हो सर?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 23,
      "speaker": "customer",
      "start_s": 48.1,
      "end_s": 49.2,
      "text_en": "We make panels.",
      "text_native": "हम पैनल्स बनाते हैं।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 24,
      "speaker": "agent",
      "start_s": 49.5,
      "end_s": 50.2,
      "text_en": "Electric panel?",
      "text_native": "इलेक्ट्रिक पैनल?"
    },
    {
      "ucid": "21112178904335281",
      "idx": 25,
      "speaker": "customer",
      "start_s": 50.5,
      "end_s": 51.2,
      "text_en": "Yes, yes.",
      "text_native": "हांजी हांजी।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 26,
      "speaker": "agent",
      "start_s": 51.5,
      "end_s": 51.8,
      "text_en": "I see.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 27,
      "speaker": "agent",
      "start_s": 52.1,
      "end_s": 54.5,
      "text_en": "Yes yes, okay, that will work. I will ping you on WhatsApp. Thank you sir.",
      "text_native": "जी जी, ठीक है, चलेगा। मैं आपको पिंग करता हूं WhatsApp पे। थैंक यू सर।"
    },
    {
      "ucid": "21112178904335281",
      "idx": 28,
      "speaker": "customer",
      "start_s": 54.6,
      "end_s": 55.0,
      "text_en": "Okay.",
      "text_native": "ओके।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904335281",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, good evening sir. I'm speaking from JSW, Ronak Mehta. Is there any plan coming up for procuring any material in HR, CR this month, sir?",
      "comment": "The agent did not use the customer's name or ask for permission before jumping into a business question."
    },
    {
      "ucid": "21112178904335281",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Is there any plan coming up for procuring any material in HR, CR this month, sir?",
      "comment": "The agent did not provide a hook or benefit signal (e.g., price, availability); they opened with a direct qualification question."
    },
    {
      "ucid": "21112178904335281",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "partial",
      "earned": 1.0,
      "questions_hit": 4,
      "evidence": "how many tons is your monthly purchase?... which material do you take besides JSW?... what do you make?",
      "comment": "Agent successfully asked about what they make, monthly tonnage, and current supplier, but missed payment terms and JSW's potential share."
    },
    {
      "ucid": "21112178904335281",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Try it out, sir. Try doing a transaction with us as well.",
      "comment": "The agent asked for a trial order but did not pitch any specific USPs or benefits to justify why the customer should try JSW One."
    },
    {
      "ucid": "21112178904335281",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "we will order around the 25th.",
      "comment": "While a future requirement was identified, the agent failed to capture any specific details like grade, thickness, or quantity for that requirement."
    },
    {
      "ucid": "21112178904335281",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will ping you once by the 25th.",
      "comment": "Agent secured a clear, committed next step with an agreed-upon date for a callback, which the customer accepted."
    }
  ],
  "objections": [
    {
      "ucid": "21112178904335281",
      "obj_type": "incumbent_supplier",
      "state": "handled",
      "evidence": "We take Tata.",
      "response": "Try it out, sir. Try doing a transaction with us as well."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}