{
  "ucid": "21112178904339171",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 17:59:51",
  "end_time": "2026-09-10 18:00:48",
  "duration_sec": 57,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe142c823034509971473902b09381b3e.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 292,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904339171__DIAe142c823034509971473902b09381b3e.mp3",
  "audio_bytes": 127224,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 42.408,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.   (हॅलो.)\n[2s] AGENT: Hello.   (हॅलो.)\n[2s] AGENT: Sir, this is Abdul calling from JSW.   (सर, मैं अब्दुल बात कर रहा हूं JSW से।)\n[5s] CUSTOMER: Yes, tell me.   (हांजी बोलिए।)\n[5s] AGENT: Sir, do you have any requirement in steel? I had called for HR CR.   (सर जी, कुछ रिक्वायरमेंट है क्या स्टील में? HR CR में इसके लिए फोन किया था।)\n[9s] CUSTOMER: What is the current rate for 2mm coil?   (2mm coil का क्या रेट चल रहा है?)\n[11s] AGENT: Sir, 2mm is not available in the current market, sir.   (सर 2mm अवेलेबल नहीं है सर अभी करंट मार्केट में।)\n[13s] CUSTOMER: 2mm is not there? 3mm?   (2mm नहीं है? 3mm?)\n[14s] AGENT: That is there, you will get that.   (वो है, वो मिल जाएगा आपको।)\n[16s] CUSTOMER: Yes, what is the rate?   (हां, क्या रेट है?)\n[17s] AGENT: Please tell me the location, sir.   (लोकेशन बता दीजिए सर।)\n[18s] CUSTOMER: 62 300 Faridabad.   (62 300 फरीदाबाद।)\n[20s] AGENT: One minute, Ghaziabad?   (एक मिनट, गाजियाबाद?)\n[21s] CUSTOMER: No, Faridabad.   (नहीं, फरीदाबाद।)\n[22s] CUSTOMER: Freight will be added for Faridabad, there's no benefit.   (फरीदाबाद में तो फ्रेट लग जाएगा, फायदा कोई नहीं।)\n[25s] AGENT: I'll check and let you know.   (चेक करता हूं, बताता हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 16,
  "connected": 1,
  "audio_notes": "noisy: There is some background noise and line static, but the main conversation is audible.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "16 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 the customer asks for a price immediately, acknowledge their request but pivot back to discovery to regain control and gather necessary information before quoting.",
  "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": "unknown",
  "quality_flags_total": 0,
  "supply_flag": "out_of_stock",
  "supply_details": "Agent stated 2mm coil is not available.",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer immediately asked for the price of 2mm coil, bypassing the pitch. The agent stated it was out of stock but 3mm was available. The customer then raised an objection about freight costs to Faridabad, which the agent did not handle, and the call ended without a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask for permission to speak or use the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook, instead asking directly for requirements which allowed the customer to take control.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the customer immediately drove the conversation to a specific product.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was conducted.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent failed to capture critical requirement details like grade, width, and quantity.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague 'I'll check and let you know,' which is not a committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer asks for a price immediately, acknowledge their request but pivot back to discovery to regain control and gather necessary information before quoting.\", \"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\": \"unknown\", \"supply_flag\": \"out_of_stock\", \"supply_details\": \"Agent stated 2mm coil is not available.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Freight will be added for Faridabad, there's no benefit.\", \"response\": \"I'll check and let you know.\"}], \"call_summary\": \"The customer immediately asked for the price of 2mm coil, bypassing the pitch. The agent stated it was out of stock but 3mm was available. The customer then raised an objection about freight costs to Faridabad, which the agent did not handle, and the call ended without a clear next step.\"}",
  "error": null,
  "latency_ms": 38151,
  "input_tokens": 2989,
  "output_tokens": 742,
  "created_at": "2026-09-25 11:05:20",
  "sentiment": "negative",
  "sentiment_score": -0.231,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.551,
  "agent_talk_sec": 10.8,
  "customer_talk_sec": 8.8,
  "dead_air_sec": 37.4,
  "longest_monologue_sec": 2.8,
  "agent_wpm": 300.0,
  "interruptions": 0,
  "agent_turns": 8,
  "customer_turns": 8,
  "discovery_qs": 2,
  "words_agent": 54,
  "words_customer": 36,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904339171",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178904339171",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.0,
      "end_s": 2.34,
      "text_en": "Hello.",
      "text_native": "हॅलो."
    },
    {
      "ucid": "21112178904339171",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.44,
      "end_s": 4.44,
      "text_en": "Sir, this is Abdul calling from JSW.",
      "text_native": "सर, मैं अब्दुल बात कर रहा हूं JSW से।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.54,
      "end_s": 5.14,
      "text_en": "Yes, tell me.",
      "text_native": "हांजी बोलिए।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.24,
      "end_s": 8.04,
      "text_en": "Sir, do you have any requirement in steel? I had called for HR CR.",
      "text_native": "सर जी, कुछ रिक्वायरमेंट है क्या स्टील में? HR CR में इसके लिए फोन किया था।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.63,
      "end_s": 10.23,
      "text_en": "What is the current rate for 2mm coil?",
      "text_native": "2mm coil का क्या रेट चल रहा है?"
    },
    {
      "ucid": "21112178904339171",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.6,
      "end_s": 12.8,
      "text_en": "Sir, 2mm is not available in the current market, sir.",
      "text_native": "सर 2mm अवेलेबल नहीं है सर अभी करंट मार्केट में।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 7,
      "speaker": "customer",
      "start_s": 13.2,
      "end_s": 14.2,
      "text_en": "2mm is not there? 3mm?",
      "text_native": "2mm नहीं है? 3mm?"
    },
    {
      "ucid": "21112178904339171",
      "idx": 8,
      "speaker": "agent",
      "start_s": 14.3,
      "end_s": 15.4,
      "text_en": "That is there, you will get that.",
      "text_native": "वो है, वो मिल जाएगा आपको।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.2,
      "end_s": 17.2,
      "text_en": "Yes, what is the rate?",
      "text_native": "हां, क्या रेट है?"
    },
    {
      "ucid": "21112178904339171",
      "idx": 10,
      "speaker": "agent",
      "start_s": 17.3,
      "end_s": 18.0,
      "text_en": "Please tell me the location, sir.",
      "text_native": "लोकेशन बता दीजिए सर।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 11,
      "speaker": "customer",
      "start_s": 18.1,
      "end_s": 19.4,
      "text_en": "62 300 Faridabad.",
      "text_native": "62 300 फरीदाबाद।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 12,
      "speaker": "agent",
      "start_s": 19.8,
      "end_s": 20.5,
      "text_en": "One minute, Ghaziabad?",
      "text_native": "एक मिनट, गाजियाबाद?"
    },
    {
      "ucid": "21112178904339171",
      "idx": 13,
      "speaker": "customer",
      "start_s": 20.9,
      "end_s": 21.8,
      "text_en": "No, Faridabad.",
      "text_native": "नहीं, फरीदाबाद।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 14,
      "speaker": "customer",
      "start_s": 22.2,
      "end_s": 24.2,
      "text_en": "Freight will be added for Faridabad, there's no benefit.",
      "text_native": "फरीदाबाद में तो फ्रेट लग जाएगा, फायदा कोई नहीं।"
    },
    {
      "ucid": "21112178904339171",
      "idx": 15,
      "speaker": "agent",
      "start_s": 24.6,
      "end_s": 25.6,
      "text_en": "I'll check and let you know.",
      "text_native": "चेक करता हूं, बताता हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904339171",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask for permission to speak or use the customer's name."
    },
    {
      "ucid": "21112178904339171",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a hook, instead asking directly for requirements which allowed the customer to take control."
    },
    {
      "ucid": "21112178904339171",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked; the customer immediately drove the conversation to a specific product."
    },
    {
      "ucid": "21112178904339171",
      "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 no discovery was conducted."
    },
    {
      "ucid": "21112178904339171",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent failed to capture critical requirement details like grade, width, and quantity."
    },
    {
      "ucid": "21112178904339171",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended with a vague 'I'll check and let you know,' which is not a committed next step."
    }
  ],
  "objections": [
    {
      "ucid": "21112178904339171",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "Freight will be added for Faridabad, there's no benefit.",
      "response": "I'll check and let you know."
    }
  ],
  "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": []
}