{
  "ucid": "21112178576105881",
  "call_date": "2026-08-03",
  "start_time": "1899-12-30 18:14:18",
  "end_time": "1899-12-30 18:14:56",
  "duration_sec": 38,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Call_back_later",
  "agent": "Sajal Bhaskar",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA00b088227c25922b88fea9135026a7b3.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 53,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178576105881__DIA00b088227c25922b88fea9135026a7b3.mp3",
  "audio_bytes": 49464,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 16.488,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] AGENT: Hello?   (हेलो?)\n[1s] CUSTOMER: Hello?   (हेलो?)\n[2s] AGENT: Am I speaking with Sandeep Steel?   (संदीप स्टील से बात कर रहे हैं?)\n[4s] CUSTOMER: Yes, tell me.   (हां, बोलिए।)\n[5s] AGENT: I was calling from JSW One, greetings.   (JSW One से बात कर रहा था, नमस्कार।)\n[8s] CUSTOMER: I'm busy with something right now, can you call back tomorrow morning at eleven?   (अभी एक काम बाद में कल सुबह कॉल करेंगे क्या ग्यारह बजे?)\n[10s] AGENT: Okay, fine. I'll do it tomorrow morning.   (ओके, ठीक है। कल सुबह करता हूं।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: There is some background noise on the agent's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "7 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": 3.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\"]",
  "pitch_coaching_note": "You correctly handled the customer's immediate request for a callback; ensure this is logged accurately to re-attempt the full pitch at the agreed time.",
  "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 introduced themself from JSW One to Sandeep Steel. The customer immediately stated they were busy and requested a callback for the next morning at 11 AM. The agent agreed to the callback time and the call ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"JSW One से बात कर रहा था, नमस्कार।\", \"comment\": \"Agent greeted, identified JSW One and the customer, and correctly handled the immediate callback request without pushing.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer requested a callback immediately after the introduction, leaving no opportunity for the agent to deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before the discovery phase could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the pitch stage.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the qualification stage.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"ओके, ठीक है। कल सुबह करता हूं।\", \"comment\": \"Agent agreed to the specific callback time proposed by the customer ('tomorrow morning at eleven').\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You correctly handled the customer's immediate request for a callback; ensure this is logged accurately to re-attempt the full pitch at the agreed time.\", \"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 introduced themself from JSW One to Sandeep Steel. The customer immediately stated they were busy and requested a callback for the next morning at 11 AM. The agent agreed to the callback time and the call ended.\"}",
  "error": null,
  "latency_ms": 22665,
  "input_tokens": 2721,
  "output_tokens": 662,
  "created_at": "2026-09-25 10:46:20",
  "sentiment": "negative",
  "sentiment_score": -0.36,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 4,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.602,
  "agent_talk_sec": 5.9,
  "customer_talk_sec": 3.9,
  "dead_air_sec": 28.2,
  "longest_monologue_sec": 2.0,
  "agent_wpm": 213.6,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 3,
  "discovery_qs": 2,
  "words_agent": 21,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178576105881",
      "idx": 0,
      "speaker": "agent",
      "start_s": 0.0,
      "end_s": 0.58,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178576105881",
      "idx": 1,
      "speaker": "customer",
      "start_s": 1.2,
      "end_s": 1.68,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178576105881",
      "idx": 2,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 3.8,
      "text_en": "Am I speaking with Sandeep Steel?",
      "text_native": "संदीप स्टील से बात कर रहे हैं?"
    },
    {
      "ucid": "21112178576105881",
      "idx": 3,
      "speaker": "customer",
      "start_s": 4.1,
      "end_s": 4.7,
      "text_en": "Yes, tell me.",
      "text_native": "हां, बोलिए।"
    },
    {
      "ucid": "21112178576105881",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.0,
      "end_s": 6.7,
      "text_en": "I was calling from JSW One, greetings.",
      "text_native": "JSW One से बात कर रहा था, नमस्कार।"
    },
    {
      "ucid": "21112178576105881",
      "idx": 5,
      "speaker": "customer",
      "start_s": 7.5,
      "end_s": 10.3,
      "text_en": "I'm busy with something right now, can you call back tomorrow morning at eleven?",
      "text_native": "अभी एक काम बाद में कल सुबह कॉल करेंगे क्या ग्यारह बजे?"
    },
    {
      "ucid": "21112178576105881",
      "idx": 6,
      "speaker": "agent",
      "start_s": 10.5,
      "end_s": 12.5,
      "text_en": "Okay, fine. I'll do it tomorrow morning.",
      "text_native": "ओके, ठीक है। कल सुबह करता हूं।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178576105881",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "JSW One से बात कर रहा था, नमस्कार।",
      "comment": "Agent greeted, identified JSW One and the customer, and correctly handled the immediate callback request without pushing."
    },
    {
      "ucid": "21112178576105881",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer requested a callback immediately after the introduction, leaving no opportunity for the agent to deliver a hook."
    },
    {
      "ucid": "21112178576105881",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before the discovery phase could begin."
    },
    {
      "ucid": "21112178576105881",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the pitch stage."
    },
    {
      "ucid": "21112178576105881",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call did not progress to the qualification stage."
    },
    {
      "ucid": "21112178576105881",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "ओके, ठीक है। कल सुबह करता हूं।",
      "comment": "Agent agreed to the specific callback time proposed by the customer ('tomorrow morning at eleven')."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}