{
  "ucid": "21112178575379161",
  "call_date": "2026-08-03",
  "start_time": "1899-12-30 16:13:11",
  "end_time": "1899-12-30 16:14:00",
  "duration_sec": 49,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Wrap up time exceeded :0",
  "agent": "dhruv",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAcf96d4144e3251c6af59a01a15f34095.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 86,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178575379161__DIAcf96d4144e3251c6af59a01a15f34095.mp3",
  "audio_bytes": 74952,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 24.984,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello   (હલો)\n[1s] AGENT: Hello   (હલો)\n[2s] AGENT: Yes, Dipak sir?   (હાજી દીપક સર?)\n[2s] CUSTOMER: Yes sir.   (હાજી સર)\n[3s] AGENT: Sir, I am speaking from JSW, Jindal Steel Works.   (સર જી JSW થી વાત કરું છું, Jindal Steel Works.)\n[5s] CUSTOMER: Yes sir.   (હાજી સર)\n[6s] AGENT: Uh sir, is there any requirement right now in sheet metals?   (અ સાહેબ કઈ છે રિક્વાયરમેન્ટ અત્યારે શીટ મેટલ્સમાં?)\n[9s] CUSTOMER: No, not right now.   (ના હમણાં તો નથી અત્યારે.)\n[10s] AGENT: Understood. If there is anything, please remember me, sir.   (Understood. કઈ હોય તો પ્લીઝ યાદ કરજો ને સાહેબ.)\n[12s] CUSTOMER: Definitely, definitely.   (ચોક્કસ ચોક્કસ.)\n[12s] AGENT: Done boss, done.   (ડન માલિક, ડન.)\n[13s] CUSTOMER: Okay.   (ઓકે.)",
  "language": "Gujarati",
  "languages": "[\"Gujarati\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some call center background noise is audible on the agent's side but does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 turns, clean transcript (0% inaudible)",
  "band_language": "Gujarati",
  "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 skipped the crucial opening steps; always ask for permission and deliver the hook before asking for a requirement to give the customer a reason to engage.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "unknown",
  "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 greeted the customer, identified himself from JSW, and immediately asked for a current requirement in sheet metals. The customer stated they had no requirement at the moment. The agent then ended the call with a passive closing without attempting discovery or setting a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and the customer but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and went directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked after the customer stated no current requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, is there any requirement right now in sheet metals?\", \"comment\": \"Agent successfully asked if a current requirement exists, which the customer denied.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The closure was passive (\\\"please remember me\\\") and did not establish a concrete next step or callback time.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the crucial opening steps; always ask for permission and deliver the hook before asking for a requirement to give the customer a reason to engage.\", \"segment_detected\": \"unknown\", \"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 greeted the customer, identified himself from JSW, and immediately asked for a current requirement in sheet metals. The customer stated they had no requirement at the moment. The agent then ended the call with a passive closing without attempting discovery or setting a next step.\"}",
  "error": null,
  "latency_ms": 28224,
  "input_tokens": 2839,
  "output_tokens": 654,
  "created_at": "2026-09-25 10:48:50",
  "sentiment": "positive",
  "sentiment_score": 0.436,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.721,
  "agent_talk_sec": 7.5,
  "customer_talk_sec": 2.9,
  "dead_air_sec": 38.6,
  "longest_monologue_sec": 2.2,
  "agent_wpm": 288.0,
  "interruptions": 0,
  "agent_turns": 6,
  "customer_turns": 6,
  "discovery_qs": 2,
  "words_agent": 36,
  "words_customer": 12,
  "monologue_heavy": 1,
  "turns": [
    {
      "ucid": "21112178575379161",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.9,
      "end_s": 1.2,
      "text_en": "Hello",
      "text_native": "હલો"
    },
    {
      "ucid": "21112178575379161",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.2,
      "end_s": 1.5,
      "text_en": "Hello",
      "text_native": "હલો"
    },
    {
      "ucid": "21112178575379161",
      "idx": 2,
      "speaker": "agent",
      "start_s": 1.8,
      "end_s": 2.4,
      "text_en": "Yes, Dipak sir?",
      "text_native": "હાજી દીપક સર?"
    },
    {
      "ucid": "21112178575379161",
      "idx": 3,
      "speaker": "customer",
      "start_s": 2.5,
      "end_s": 2.9,
      "text_en": "Yes sir.",
      "text_native": "હાજી સર"
    },
    {
      "ucid": "21112178575379161",
      "idx": 4,
      "speaker": "agent",
      "start_s": 3.1,
      "end_s": 5.1,
      "text_en": "Sir, I am speaking from JSW, Jindal Steel Works.",
      "text_native": "સર જી JSW થી વાત કરું છું, Jindal Steel Works."
    },
    {
      "ucid": "21112178575379161",
      "idx": 5,
      "speaker": "customer",
      "start_s": 5.2,
      "end_s": 5.6,
      "text_en": "Yes sir.",
      "text_native": "હાજી સર"
    },
    {
      "ucid": "21112178575379161",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.0,
      "end_s": 8.2,
      "text_en": "Uh sir, is there any requirement right now in sheet metals?",
      "text_native": "અ સાહેબ કઈ છે રિક્વાયરમેન્ટ અત્યારે શીટ મેટલ્સમાં?"
    },
    {
      "ucid": "21112178575379161",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.6,
      "end_s": 9.6,
      "text_en": "No, not right now.",
      "text_native": "ના હમણાં તો નથી અત્યારે."
    },
    {
      "ucid": "21112178575379161",
      "idx": 8,
      "speaker": "agent",
      "start_s": 9.9,
      "end_s": 11.6,
      "text_en": "Understood. If there is anything, please remember me, sir.",
      "text_native": "Understood. કઈ હોય તો પ્લીઝ યાદ કરજો ને સાહેબ."
    },
    {
      "ucid": "21112178575379161",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.7,
      "end_s": 12.2,
      "text_en": "Definitely, definitely.",
      "text_native": "ચોક્કસ ચોક્કસ."
    },
    {
      "ucid": "21112178575379161",
      "idx": 10,
      "speaker": "agent",
      "start_s": 12.4,
      "end_s": 13.1,
      "text_en": "Done boss, done.",
      "text_native": "ડન માલિક, ડન."
    },
    {
      "ucid": "21112178575379161",
      "idx": 11,
      "speaker": "customer",
      "start_s": 13.4,
      "end_s": 13.7,
      "text_en": "Okay.",
      "text_native": "ઓકે."
    }
  ],
  "steps": [
    {
      "ucid": "21112178575379161",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and the customer but did not ask for permission to speak."
    },
    {
      "ucid": "21112178575379161",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent skipped the hook and went directly to asking for a requirement."
    },
    {
      "ucid": "21112178575379161",
      "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 after the customer stated no current requirement."
    },
    {
      "ucid": "21112178575379161",
      "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 done."
    },
    {
      "ucid": "21112178575379161",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Uh sir, is there any requirement right now in sheet metals?",
      "comment": "Agent successfully asked if a current requirement exists, which the customer denied."
    },
    {
      "ucid": "21112178575379161",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The closure was passive (\"please remember me\") and did not establish a concrete next step or callback time."
    }
  ],
  "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": []
}