{
  "ucid": "21112178904394611",
  "call_date": "2026-09-10",
  "start_time": "2026-09-10 18:09:06",
  "end_time": "2026-09-10 18:10:09",
  "duration_sec": 63,
  "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/DIAef4cdae241b18443edea0f3337dce842.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 288,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178904394611__DIAef4cdae241b18443edea0f3337dce842.mp3",
  "audio_bytes": 146232,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 48.744,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Hello.\n[3s] AGENT: Yes.   (हां जी।)\n[4s] CUSTOMER: Shisha Engineering Private Limited?\n[5s] AGENT: Yes.   (हां जी।)\n[6s] AGENT: Uh sir, hello. I am calling from JSW One. Am I speaking with Shamji ji?   (अ सर नमस्ते, JSW One से बात कर रहा हूं। शामजी जी से बात हो रही है मेरी?)\n[10s] CUSTOMER: Hmm.   (हम्म।)\n[10s] AGENT: Sir, I was saying, hello? Sorry, were you saying something, sir? What were you saying?   (सर मैं ये कह रहा था, हेलो? सॉरी, कुछ बोल रहे थे सर आप? क्या बोलते?)\n[12s] CUSTOMER: Yes, tell me.   (हां बोलिए।)\n[13s] AGENT: I was saying, sir, have you been looking for any requirement in sheet metals etc. for quite some time now?   (मैं बोल रहा था सर, कुछ requirement में देख रहे थे sheet metals वगेरा में अभी काफी टाइम से?)\n[15s] CUSTOMER: Requirements keep coming up, man. What is your name now?   (Requirement तो निकलती रहती है यार। अभी आपका नाम क्या?)\n[17s] AGENT: Dhruv, Dhruv Sharma.   (ध्रुव, ध्रुव शर्मा।)\n[18s] CUSTOMER: Dhruv Sharma ji. Do one thing. I will call you on Monday, I'll save your number. I need to talk from one number.   (ध्रुव शर्मा जी। एक काम कीजिए। मैं Monday को आपको कॉल करूंगा, आपका नंबर सेव करता हूं। मेरे को एक नंबर से बात करनी है।)\n[22s] AGENT: Yes, yes, yes. I will   (जी जी जी। मैं आपको)\n[23s] CUSTOMER: So you... you do it for me. Whatever your personal number is, the contact number, do it.   (तो मेरे को आप आप कीजिए मेरे को। आपका नंबर पर्सनल जो भी है, जो contact number कीजिए।)\n[25s] AGENT: Yes. Absolutely, sir. Okay, sir.   (हां। बिलकुल सर। ठीक है सर।)\n[27s] CUSTOMER: Okay.   (ठीक है।)\n[27s] AGENT: Okay.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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": 5.0,
  "pitch_score_band": "amber",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]",
  "pitch_coaching_note": "After your introduction, lead with a strong supply or price hook to capture interest, rather than immediately asking if they have a requirement.",
  "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": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a representative from an engineering company. The customer confirmed they have ongoing requirements but was busy and asked to defer the call, promising to call the agent back on Monday. The agent agreed, establishing a next step, but the call ended before any discovery or qualification could occur.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, hello. I am calling from JSW One. Am I speaking with Shamji ji?\", \"comment\": \"Agent successfully greeted, identified the company, and used the customer's name.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a supply or price hook, instead asking directly for requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer deferred the conversation before any discovery questions could be asked.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for the agent to reach the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I was saying, sir, have you been looking for any requirement in sheet metals etc. for quite some time now?\", \"comment\": \"Agent successfully asked if a requirement exists, which the customer confirmed.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"I will call you on Monday, I'll save your number.\", \"comment\": \"Agent secured a clear next step by agreeing to the customer's proposal for a callback on Monday.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"After your introduction, lead with a strong supply or price hook to capture interest, rather than immediately asking if they have a requirement.\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a representative from an engineering company. The customer confirmed they have ongoing requirements but was busy and asked to defer the call, promising to call the agent back on Monday. The agent agreed, establishing a next step, but the call ended before any discovery or qualification could occur.\"}",
  "error": null,
  "latency_ms": 35715,
  "input_tokens": 3087,
  "output_tokens": 706,
  "created_at": "2026-09-25 11:05:10",
  "sentiment": "neutral",
  "sentiment_score": 0.1,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.498,
  "agent_talk_sec": 11.0,
  "customer_talk_sec": 11.1,
  "dead_air_sec": 40.9,
  "longest_monologue_sec": 3.3,
  "agent_wpm": 365.5,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 9,
  "discovery_qs": 5,
  "words_agent": 67,
  "words_customer": 61,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178904394611",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.97,
      "end_s": 1.33,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904394611",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.83,
      "end_s": 2.14,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904394611",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.56,
      "end_s": 2.9,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178904394611",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.33,
      "end_s": 3.64,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.97,
      "end_s": 5.2,
      "text_en": "Shisha Engineering Private Limited?",
      "text_native": "Shisha Engineering Private Limited?"
    },
    {
      "ucid": "21112178904394611",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.36,
      "end_s": 5.66,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 9.2,
      "text_en": "Uh sir, hello. I am calling from JSW One. Am I speaking with Shamji ji?",
      "text_native": "अ सर नमस्ते, JSW One से बात कर रहा हूं। शामजी जी से बात हो रही है मेरी?"
    },
    {
      "ucid": "21112178904394611",
      "idx": 7,
      "speaker": "customer",
      "start_s": 9.53,
      "end_s": 9.83,
      "text_en": "Hmm.",
      "text_native": "हम्म।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 8,
      "speaker": "agent",
      "start_s": 10.06,
      "end_s": 12.3,
      "text_en": "Sir, I was saying, hello? Sorry, were you saying something, sir? What were you saying?",
      "text_native": "सर मैं ये कह रहा था, हेलो? सॉरी, कुछ बोल रहे थे सर आप? क्या बोलते?"
    },
    {
      "ucid": "21112178904394611",
      "idx": 9,
      "speaker": "customer",
      "start_s": 12.5,
      "end_s": 12.93,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 10,
      "speaker": "agent",
      "start_s": 13.16,
      "end_s": 15.26,
      "text_en": "I was saying, sir, have you been looking for any requirement in sheet metals etc. for quite some time now?",
      "text_native": "मैं बोल रहा था सर, कुछ requirement में देख रहे थे sheet metals वगेरा में अभी काफी टाइम से?"
    },
    {
      "ucid": "21112178904394611",
      "idx": 11,
      "speaker": "customer",
      "start_s": 15.46,
      "end_s": 17.16,
      "text_en": "Requirements keep coming up, man. What is your name now?",
      "text_native": "Requirement तो निकलती रहती है यार। अभी आपका नाम क्या?"
    },
    {
      "ucid": "21112178904394611",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.26,
      "end_s": 17.96,
      "text_en": "Dhruv, Dhruv Sharma.",
      "text_native": "ध्रुव, ध्रुव शर्मा।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 13,
      "speaker": "customer",
      "start_s": 18.06,
      "end_s": 21.86,
      "text_en": "Dhruv Sharma ji. Do one thing. I will call you on Monday, I'll save your number. I need to talk from one number.",
      "text_native": "ध्रुव शर्मा जी। एक काम कीजिए। मैं Monday को आपको कॉल करूंगा, आपका नंबर सेव करता हूं। मेरे को एक नंबर से बात करनी है।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 14,
      "speaker": "agent",
      "start_s": 21.96,
      "end_s": 22.66,
      "text_en": "Yes, yes, yes. I will",
      "text_native": "जी जी जी। मैं आपको"
    },
    {
      "ucid": "21112178904394611",
      "idx": 15,
      "speaker": "customer",
      "start_s": 22.76,
      "end_s": 25.26,
      "text_en": "So you... you do it for me. Whatever your personal number is, the contact number, do it.",
      "text_native": "तो मेरे को आप आप कीजिए मेरे को। आपका नंबर पर्सनल जो भी है, जो contact number कीजिए।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 16,
      "speaker": "agent",
      "start_s": 25.36,
      "end_s": 26.36,
      "text_en": "Yes. Absolutely, sir. Okay, sir.",
      "text_native": "हां। बिलकुल सर। ठीक है सर।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 17,
      "speaker": "customer",
      "start_s": 26.56,
      "end_s": 26.96,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178904394611",
      "idx": 18,
      "speaker": "agent",
      "start_s": 27.26,
      "end_s": 27.56,
      "text_en": "Okay.",
      "text_native": "Okay."
    }
  ],
  "steps": [
    {
      "ucid": "21112178904394611",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, hello. I am calling from JSW One. Am I speaking with Shamji ji?",
      "comment": "Agent successfully greeted, identified the company, and used the customer's name."
    },
    {
      "ucid": "21112178904394611",
      "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 asking directly for requirements."
    },
    {
      "ucid": "21112178904394611",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer deferred the conversation before any discovery questions could be asked."
    },
    {
      "ucid": "21112178904394611",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for the agent to reach the pitch stage."
    },
    {
      "ucid": "21112178904394611",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "I was saying, sir, have you been looking for any requirement in sheet metals etc. for quite some time now?",
      "comment": "Agent successfully asked if a requirement exists, which the customer confirmed."
    },
    {
      "ucid": "21112178904394611",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "I will call you on Monday, I'll save your number.",
      "comment": "Agent secured a clear next step by agreeing to the customer's proposal for a callback on Monday."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)"
  ],
  "objection_phrases_list": []
}