{
  "ucid": "34972178307262460",
  "call_date": "2026-07-03",
  "start_time": "2026-07-03 15:27:04",
  "end_time": "2026-07-03 15:28:23",
  "duration_sec": 79,
  "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26",
  "disposition": "General Enquiry",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb55ff004b4ea137a851bfe84757455ea.mp3",
  "dial_status": "",
  "customer_status": "answered",
  "agent_status": "answered",
  "hangup_by": "AgentHangup",
  "excel_row": 30,
  "is_test": 0,
  "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"3798\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"2658c70941e7ca5d79ff5ecd11391bae/2794454766032241052\",\"x-forwarded-proto\":\"https\",\"via\":\"1.1 google\",\"x-forwarded-for\":\"3.111.26.194,34.8.227.186\"},\"params\":{},\"query\":{},\"body\":{\"conversation\":{\"turnwise\":[{\"transcript\":\"हैल हैलो।\",\"channel\":1,\"start\":0.599875,\"end\":1.399875},{\"transcript\":\"हा अला सूरज ्टील्रेडर।\",\"channel\":0,\"start\":1.999875,\"end\":4.399875},{\"transcript\":\"हाँ हाँ है।\",\"channel\":1,\"start\":3.199875,\"end\":5.999875},{\"transcript\":\"स तूरसशील प्रट में बात हो रही है मिस्टर जय खोलिया।\",\"channel\":0,\"start\":5.999875,\"end\":9.599875},{\"transcript\":\"हाँ हाँ।\",\"channel\":1,\"start\":7.599875,\"end\":10.799875},{\"transcript\":\"सर सर जी वेरी गुड आफ्टरनून सुदीप बोल रहा हूँ जैस डब्ल्यू वॅन सर।\",\"channel\":0,\"start\":10.999875,\"end\":14.599875},{\"transcript\":\"हाँ हाँ बोलिए।\",\"channel\":1,\"start\":13.599875,\"end\":16.199875},{\"transcript\":\"यी ये आपकी कंपनी रजिस्टर्ड हुई थी सर हमारे पोर्टल पर राजकोर्ट लोकेशन के लिए आपकी स्टीन प्रोकारमेंट को लेके कॉल आप कॉल तक रही है।\",\"channel\":0,\"start\":16.399875,\"end\":23.799875},{\"transcript\":\"हाँ हाँ\",\"channel\":1,\"start\":17.399875,\"end\":21.599875},{\"transcript\":\"हाँ हाँ।\",\"channel\":1,\"start\":23.999875,\"end\":24.799875},{\"transcript\":\"ये ये सिस्टम में एक एन्क्वारी ओपेन दिख रही है सर आपके नाम से तो अभी कुछ प्लानिंग कर रहे हो क्या सर आपलो क्लॉरमेंट का।\",\"channel\":0,\"start\":25.199875,\"end\":32.599875},{\"transcript\":\"हाँ हा हाँ।\",\"channel\":1,\"start\":28.799875,\"end\":30.599875},{\"transcript\":\"अ तो पच्चास ए में उनका आता ही है वो साँस हैनन का है है।\",\"channel\":1,\"start\":32.799875,\"end\":38.399875},{\"transcript\":\"ओकओके आपकी\",\"channel\":0,\"start\":35.399875,\"end\":36.799875},{\"transcript\":\"जी ये आसुल तो आपकी बात हो रही है अंकित जी से ऑलरेडी बराबर।\",\"channel\":0,\"start\":39.199875,\"end\":42.599875},{\"transcript\":\"हाँ हा।\",\"channel\":1,\"start\":42.799875,\"end\":43.599875},{\"transcript\":\"अ अंकित मिस्त्री जी से कनेक्ट नं होना।\",\"channel\":0,\"start\":43.599875,\"end\":45.799875},{\"transcript\":\"हाँ हाँ।\",\"channel\":1,\"start\":45.999875,\"end\":46.989875},{\"transcript\":\"ठक ै ओके ओके ठीक है सर चलेगा थैंक यू।\",\"channel\":0,\"start\":46.999875,\"end\":49.399875},{\"transcript\":\"ओी । ओै।\",\"channel\":0,\"start\":50.599875,\"end\":51.389875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178307262460,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178307262460,\"CallDate\":\"2026-07-03\",\"StartTime\":\"2026-07-03 15:27:04\",\"EndTime\":\"2026-07-03 15:28:23\",\"CallDuration\":\"00:01:19\",\"CampaignName\":\"IS_MFG_HR_HRPO_PM_Opp_Jul26\",\"Disposition\":\"General Enquiry\",\"AgentName\":\"sudeeps\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAb55ff004b4ea137a851bfe84757455ea.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-03\",\"CallStartTime\":\"2026-07-03 15:27:04\",\"CallEndTime\":\"2026-07-03 15:28:23\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}",
  "audio_path": "/data/audio/34972178307262460__DIAb55ff004b4ea137a851bfe84757455ea.mp3",
  "audio_bytes": 155736,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 20,
  "ingested_at": "2026-09-03 08:21:44.614582+00",
  "audio_secs": 51.912,
  "source_file": null,
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello.\n[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello, am I speaking with Suraj Steel Traders?   (Hello, Suraj Steel Traders से बात हो रही है?)\n[3s] CUSTOMER: Huh?   (હે?)\n[4s] AGENT: Am I speaking with Suraj Steel Traders? Mr. Jay Rakholia?   (Suraj Steel Traders से बात हो रही है? Mr. Jay Rakholia?)\n[6s] CUSTOMER: Yes.   (हां.)\n[6s] AGENT: Sir, very good afternoon. This is Sudeep speaking from JSW One.   (Sir ji, very good afternoon. Sudeep बोल रहा हूं JSW One से.)\n[9s] CUSTOMER: Yes, tell me.   (हां बोलिए.)\n[10s] AGENT: Your company was registered on our portal for a quotation, sir. This was a follow-up call regarding your steel procurement, sir.   (ये आपकी company register हुई थी सर हमारे portal पर quotation के लिए. आपके steel procurement को लेके follow-up call था सर ये.)\n[14s] CUSTOMER: Yes.   (हां.)\n[14s] AGENT: An inquiry is showing as open in the system under your name, sir.   (ये system में एक inquiry open दिख रही है सर आपके नाम से.)\n[16s] CUSTOMER: Yes.   (हां.)\n[17s] AGENT: So are you planning anything for procurement right now, sir?   (तो अभी कुछ planning कर रहे हो क्या सर आप procurement का?)\n[19s] CUSTOMER: Hmm.   (हम्म.)\n[20s] CUSTOMER: Right now I need 50 mm, that one is 60 mm.   (अभी तो 50 mm का चाहिए वो 60 mm का है है.)\n[22s] AGENT: This... I feel you are already speaking with Ankit ji, correct?   (ये I feel तो आपकी बात हो रही है Ankit जी से already, बराबर?)\n[25s] CUSTOMER: Yes.   (हां.)\n[26s] AGENT: You are in connect with Ankit Mistry ji, right?   (Ankit Mistry जी से connect में हो ना आप?)\n[27s] CUSTOMER: Yes.   (हां.)\n[28s] AGENT: Okay okay, alright sir, that's fine. Thank you.   (Okay okay, ठीक है सर, चलेगा. Thank you.)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"Gujarati\", \"English\"]",
  "turn_count": 20,
  "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": "20 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": "customer_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]",
  "pitch_coaching_note": "You correctly identified this was a duplicate lead and ended the call professionally; however, start by revalidating the specific inquiry details from the portal rather than asking a general procurement question.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent followed up on a portal inquiry from a customer identified as a trader. The customer mentioned a spec difference (needing 50mm vs 60mm). The agent then discovered the customer was already in contact with another JSW One representative and professionally ended the call to avoid duplication.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Your company was registered on our portal for a quotation, sir. This was a follow-up call regarding your steel procurement, sir.\", \"comment\": \"The agent correctly referenced the customer's prior action on the JSW One portal.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any of the specific fields from the customer's inquiry.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked beyond a general check for procurement intent.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"evidence\": \"\", \"comment\": \"The call was terminated before any price or timeline could be discussed or committed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Okay okay, alright sir, that's fine. Thank you.\", \"comment\": \"The agent did not pitch any products and ended the call upon learning the customer was already engaged with another rep.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly identified this was a duplicate lead and ended the call professionally; however, start by revalidating the specific inquiry details from the portal rather than asking a general procurement question.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 followed up on a portal inquiry from a customer identified as a trader. The customer mentioned a spec difference (needing 50mm vs 60mm). The agent then discovered the customer was already in contact with another JSW One representative and professionally ended the call to avoid duplication.\"}",
  "error": null,
  "latency_ms": 23585,
  "input_tokens": 3168,
  "output_tokens": 641,
  "created_at": "2026-09-03 09:24:49",
  "sentiment": "neutral",
  "sentiment_score": 0.0,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.782,
  "agent_talk_sec": 20.5,
  "customer_talk_sec": 5.7,
  "dead_air_sec": 52.8,
  "longest_monologue_sec": 4.1,
  "agent_wpm": 301.5,
  "interruptions": 0,
  "agent_turns": 10,
  "customer_turns": 10,
  "discovery_qs": 6,
  "words_agent": 103,
  "words_customer": 22,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "34972178307262460",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.17,
      "end_s": 0.61,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178307262460",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "34972178307262460",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.6,
      "end_s": 3.1,
      "text_en": "Hello, am I speaking with Suraj Steel Traders?",
      "text_native": "Hello, Suraj Steel Traders से बात हो रही है?"
    },
    {
      "ucid": "34972178307262460",
      "idx": 3,
      "speaker": "customer",
      "start_s": 3.11,
      "end_s": 3.41,
      "text_en": "Huh?",
      "text_native": "હે?"
    },
    {
      "ucid": "34972178307262460",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.5,
      "end_s": 5.5,
      "text_en": "Am I speaking with Suraj Steel Traders? Mr. Jay Rakholia?",
      "text_native": "Suraj Steel Traders से बात हो रही है? Mr. Jay Rakholia?"
    },
    {
      "ucid": "34972178307262460",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.6,
      "end_s": 5.9,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178307262460",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 8.6,
      "text_en": "Sir, very good afternoon. This is Sudeep speaking from JSW One.",
      "text_native": "Sir ji, very good afternoon. Sudeep बोल रहा हूं JSW One से."
    },
    {
      "ucid": "34972178307262460",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.8,
      "end_s": 9.4,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलिए."
    },
    {
      "ucid": "34972178307262460",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.5,
      "end_s": 13.6,
      "text_en": "Your company was registered on our portal for a quotation, sir. This was a follow-up call regarding your steel procurement, sir.",
      "text_native": "ये आपकी company register हुई थी सर हमारे portal पर quotation के लिए. आपके steel procurement को लेके follow-up call था सर ये."
    },
    {
      "ucid": "34972178307262460",
      "idx": 9,
      "speaker": "customer",
      "start_s": 13.6,
      "end_s": 14.0,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178307262460",
      "idx": 10,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 16.5,
      "text_en": "An inquiry is showing as open in the system under your name, sir.",
      "text_native": "ये system में एक inquiry open दिख रही है सर आपके नाम से."
    },
    {
      "ucid": "34972178307262460",
      "idx": 11,
      "speaker": "customer",
      "start_s": 16.5,
      "end_s": 16.8,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178307262460",
      "idx": 12,
      "speaker": "agent",
      "start_s": 17.0,
      "end_s": 19.0,
      "text_en": "So are you planning anything for procurement right now, sir?",
      "text_native": "तो अभी कुछ planning कर रहे हो क्या सर आप procurement का?"
    },
    {
      "ucid": "34972178307262460",
      "idx": 13,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 19.6,
      "text_en": "Hmm.",
      "text_native": "हम्म."
    },
    {
      "ucid": "34972178307262460",
      "idx": 14,
      "speaker": "customer",
      "start_s": 19.8,
      "end_s": 22.2,
      "text_en": "Right now I need 50 mm, that one is 60 mm.",
      "text_native": "अभी तो 50 mm का चाहिए वो 60 mm का है है."
    },
    {
      "ucid": "34972178307262460",
      "idx": 15,
      "speaker": "agent",
      "start_s": 22.5,
      "end_s": 24.8,
      "text_en": "This... I feel you are already speaking with Ankit ji, correct?",
      "text_native": "ये I feel तो आपकी बात हो रही है Ankit जी से already, बराबर?"
    },
    {
      "ucid": "34972178307262460",
      "idx": 16,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 25.3,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178307262460",
      "idx": 17,
      "speaker": "agent",
      "start_s": 25.5,
      "end_s": 27.0,
      "text_en": "You are in connect with Ankit Mistry ji, right?",
      "text_native": "Ankit Mistry जी से connect में हो ना आप?"
    },
    {
      "ucid": "34972178307262460",
      "idx": 18,
      "speaker": "customer",
      "start_s": 27.0,
      "end_s": 27.3,
      "text_en": "Yes.",
      "text_native": "हां."
    },
    {
      "ucid": "34972178307262460",
      "idx": 19,
      "speaker": "agent",
      "start_s": 27.5,
      "end_s": 29.5,
      "text_en": "Okay okay, alright sir, that's fine. Thank you.",
      "text_native": "Okay okay, ठीक है सर, चलेगा. Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "34972178307262460",
      "step_id": "CL1",
      "step_name": "Opener acknowledges platform submission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Your company was registered on our portal for a quotation, sir. This was a follow-up call regarding your steel procurement, sir.",
      "comment": "The agent correctly referenced the customer's prior action on the JSW One portal."
    },
    {
      "ucid": "34972178307262460",
      "step_id": "CL2",
      "step_name": "Revalidate every field",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The agent did not revalidate any of the specific fields from the customer's inquiry."
    },
    {
      "ucid": "34972178307262460",
      "step_id": "CL3",
      "step_name": "Discovery (5 Qs, woven naturally)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked beyond a general check for procurement intent."
    },
    {
      "ucid": "34972178307262460",
      "step_id": "CL4",
      "step_name": "Closure with price & timeline",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated before any price or timeline could be discussed or committed."
    },
    {
      "ucid": "34972178307262460",
      "step_id": "CL5",
      "step_name": "No unnecessary re-pitching",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Okay okay, alright sir, that's fine. Thank you.",
      "comment": "The agent did not pitch any products and ended the call upon learning the customer was already engaged with another rep."
    }
  ],
  "objections": [],
  "missed_steps": [
    "CL2 Revalidate every field",
    "CL3 Discovery (5 Qs, woven naturally)",
    "CL4 Closure with price & timeline"
  ],
  "objection_phrases_list": []
}