{
  "ucid": "21112178904352461",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 18:02:04",
  "end_time": "2026-09-10 18:03:27",
  "duration_sec": 83,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "No_requirement",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAfad33c6a9051ca141104ad0e16ba76e7.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 291,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904352461__DIAfad33c6a9051ca141104ad0e16ba76e7.mp3",
  "audio_bytes": 165888,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 55.296,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Yes?   (हां जी?)\n[3s] CUSTOMER: Hello?   (हेलो?)\n[3s] AGENT: Am I speaking with Aditya Kumar ji?   (आदित्य कुमार जी से बात हो रही है?)\n[5s] CUSTOMER: Yes, where are you calling from?   (जी आप कहां से बोल रहे हैं?)\n[6s] AGENT: Sir, I was calling from JSW One.   (साहब JSW One से बात कर रहा था मैं।)\n[7s] CUSTOMER: Yes, tell me.   (जी बोलिए।)\n[8s] AGENT: Uh sir, are you looking for any requirement in sheet metals etc.?   (अ सर कुछ रिक्वायरमेंट में देख रहे हैं sheet metals वगेरा में?)\n[10s] CUSTOMER: No, nothing at all right now.   (नहीं अभी कुछ भी नहीं।)\n[12s] AGENT: In piping etc.?   (Piping वगेरा में?)\n[13s] CUSTOMER: Do you keep it, sir?   (आप रखते हैं सर?)\n[14s] AGENT: Alright sir, if there is anything, please let me know.   (ठीक है ना सर, कुछ रहता है तो बताइएगा।)\n[16s] CUSTOMER: Do you guys do it, sir?   (आप लोग करते हैं सर?)\n[17s] AGENT: Yes, we do it, sir. HR, CR, we do everything.   (हां करते हैं ना सर। HR, CR, सब सब करते हैं।)\n[20s] CUSTOMER: Payment terms?\n[20s] AGENT: It's 100% advance against PI.   (100% advance against PI है।)\n[22s] CUSTOMER: Payment terms?\n[23s] AGENT: It's 100% advance against PI, sir.   (100% advance against PI है सर।)\n[24s] CUSTOMER: Yes.   (हां।)\n[25s] CUSTOMER: Yes.   (हां।)\n[26s] CUSTOMER: Okay.   (चलिए।)\n[27s] CUSTOMER: Yes.   (हां।)\n[28s] CUSTOMER: Yes.   (हां।)\n[28s] UNKNOWN: He got tensed because of that.   (उसका टेंशन में आया।)\n[29s] UNKNOWN: Hey, that woman got tensed.   (अरे वो टेंशन में आई है औरत।)\n[30s] UNKNOWN: She says he will bring it for me.   (वो बोलती है मेरेको लाएगा।)\n[32s] UNKNOWN: If you guys react like this, then the person [inaudible] got scared [inaudible]   (तुम लोग ऐसे react किए हो तो आदमी [inaudible] डर गया [inaudible])",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 27,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and loud crosstalk on the customer's side from 28 seconds onwards, which drowns out the main conversation.",
  "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": 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)\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "You must follow the pitch structure. Start with permission and a value hook before asking for requirements, as this earns you the right to have a longer conversation.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "Piping",
  "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 opened the call and immediately asked for requirements, skipping the hook. The customer stated they had no need for sheet metal but inquired about piping. The agent incorrectly confirmed availability for piping and stated payment terms were 100% advance, after which the call ended without a clear next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified themself and the customer but failed to ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead jumping directly to asking for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions. The customer asked about payment terms, but the agent initiated no discovery.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched; the agent only listed product categories (HR, CR) after the customer's prompt.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, are you looking for any requirement in sheet metals etc.?\", \"comment\": \"Agent successfully asked if a current requirement exists, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent used a weak closing (\\\"if there is anything, please let me know\\\") with no committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the pitch structure. Start with permission and a value hook before asking for requirements, as this earns you the right to have a longer conversation.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Piping\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent opened the call and immediately asked for requirements, skipping the hook. The customer stated they had no need for sheet metal but inquired about piping. The agent incorrectly confirmed availability for piping and stated payment terms were 100% advance, after which the call ended without a clear next step.\"}",
  "error": null,
  "latency_ms": 35934,
  "input_tokens": 3198,
  "output_tokens": 698,
  "created_at": "2026-09-25 11:05:14",
  "sentiment": "neutral",
  "sentiment_score": -0.045,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.624,
  "agent_talk_sec": 12.3,
  "customer_talk_sec": 7.4,
  "dead_air_sec": 63.3,
  "longest_monologue_sec": 2.2,
  "agent_wpm": 297.6,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 14,
  "discovery_qs": 4,
  "words_agent": 61,
  "words_customer": 37,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904352461",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.67,
      "end_s": 2.07,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.26,
      "end_s": 2.56,
      "text_en": "Yes?",
      "text_native": "हां जी?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.86,
      "end_s": 3.2,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.43,
      "end_s": 4.48,
      "text_en": "Am I speaking with Aditya Kumar ji?",
      "text_native": "आदित्य कुमार जी से बात हो रही है?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.63,
      "end_s": 5.58,
      "text_en": "Yes, where are you calling from?",
      "text_native": "जी आप कहां से बोल रहे हैं?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.67,
      "end_s": 7.18,
      "text_en": "Sir, I was calling from JSW One.",
      "text_native": "साहब JSW One से बात कर रहा था मैं।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.33,
      "end_s": 7.73,
      "text_en": "Yes, tell me.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.18,
      "end_s": 10.28,
      "text_en": "Uh sir, are you looking for any requirement in sheet metals etc.?",
      "text_native": "अ सर कुछ रिक्वायरमेंट में देख रहे हैं sheet metals वगेरा में?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 8,
      "speaker": "customer",
      "start_s": 10.4,
      "end_s": 11.38,
      "text_en": "No, nothing at all right now.",
      "text_native": "नहीं अभी कुछ भी नहीं।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 9,
      "speaker": "agent",
      "start_s": 11.66,
      "end_s": 12.29,
      "text_en": "In piping etc.?",
      "text_native": "Piping वगेरा में?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 10,
      "speaker": "customer",
      "start_s": 12.58,
      "end_s": 13.58,
      "text_en": "Do you keep it, sir?",
      "text_native": "आप रखते हैं सर?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 11,
      "speaker": "agent",
      "start_s": 14.1,
      "end_s": 15.76,
      "text_en": "Alright sir, if there is anything, please let me know.",
      "text_native": "ठीक है ना सर, कुछ रहता है तो बताइएगा।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 12,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 16.83,
      "text_en": "Do you guys do it, sir?",
      "text_native": "आप लोग करते हैं सर?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 13,
      "speaker": "agent",
      "start_s": 17.03,
      "end_s": 19.27,
      "text_en": "Yes, we do it, sir. HR, CR, we do everything.",
      "text_native": "हां करते हैं ना सर। HR, CR, सब सब करते हैं।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 14,
      "speaker": "customer",
      "start_s": 19.66,
      "end_s": 20.29,
      "text_en": "Payment terms?",
      "text_native": "Payment terms?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 15,
      "speaker": "agent",
      "start_s": 20.43,
      "end_s": 21.93,
      "text_en": "It's 100% advance against PI.",
      "text_native": "100% advance against PI है।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 16,
      "speaker": "customer",
      "start_s": 22.23,
      "end_s": 22.78,
      "text_en": "Payment terms?",
      "text_native": "Payment terms?"
    },
    {
      "ucid": "21112178904352461",
      "idx": 17,
      "speaker": "agent",
      "start_s": 22.93,
      "end_s": 24.28,
      "text_en": "It's 100% advance against PI, sir.",
      "text_native": "100% advance against PI है सर।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 18,
      "speaker": "customer",
      "start_s": 24.43,
      "end_s": 24.69,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 19,
      "speaker": "customer",
      "start_s": 25.26,
      "end_s": 25.49,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 20,
      "speaker": "customer",
      "start_s": 25.86,
      "end_s": 26.19,
      "text_en": "Okay.",
      "text_native": "चलिए।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 21,
      "speaker": "customer",
      "start_s": 26.66,
      "end_s": 26.89,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 22,
      "speaker": "customer",
      "start_s": 27.56,
      "end_s": 27.79,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 23,
      "speaker": "unknown",
      "start_s": 28.34,
      "end_s": 29.14,
      "text_en": "He got tensed because of that.",
      "text_native": "उसका टेंशन में आया।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 24,
      "speaker": "unknown",
      "start_s": 29.3,
      "end_s": 30.4,
      "text_en": "Hey, that woman got tensed.",
      "text_native": "अरे वो टेंशन में आई है औरत।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 25,
      "speaker": "unknown",
      "start_s": 30.4,
      "end_s": 31.2,
      "text_en": "She says he will bring it for me.",
      "text_native": "वो बोलती है मेरेको लाएगा।"
    },
    {
      "ucid": "21112178904352461",
      "idx": 26,
      "speaker": "unknown",
      "start_s": 31.8,
      "end_s": 35.5,
      "text_en": "If you guys react like this, then the person [inaudible] got scared [inaudible]",
      "text_native": "तुम लोग ऐसे react किए हो तो आदमी [inaudible] डर गया [inaudible]"
    }
  ],
  "steps": [
    {
      "ucid": "21112178904352461",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified themself and the customer but failed to ask for permission to speak."
    },
    {
      "ucid": "21112178904352461",
      "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 supply or price hook, instead jumping directly to asking for requirements."
    },
    {
      "ucid": "21112178904352461",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked no discovery questions. The customer asked about payment terms, but the agent initiated no discovery."
    },
    {
      "ucid": "21112178904352461",
      "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; the agent only listed product categories (HR, CR) after the customer's prompt."
    },
    {
      "ucid": "21112178904352461",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, are you looking for any requirement in sheet metals etc.?",
      "comment": "Agent successfully asked if a current requirement exists, which the customer denied."
    },
    {
      "ucid": "21112178904352461",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent used a weak closing (\"if there is anything, please let me know\") with no committed next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}