{
  "ucid": "21112178583522141",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 14:50:21",
  "end_time": "1899-12-30 14:50:54",
  "duration_sec": 33,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "Call_back_later",
  "agent": "Varun Siddhardha jillapalli",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA317891d529b74baf73139e6a26abe11c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 33,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178583522141__DIA317891d529b74baf73139e6a26abe11c.mp3",
  "audio_bytes": 47736,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 15.912,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello, Namaste sir.   (హలో, నమస్తే సర్.)\n[3s] CUSTOMER: Yes, hello, tell me.   (హా, నమస్తే, చెప్పండి.)\n[4s] AGENT: Sir, my name is Varun, I'm speaking from JSW. We spoke once last month.   (సర్, నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను. లాస్ట్ మంత్ ఒకసారి మాట్లాడాం మనం.)\n[7s] CUSTOMER: Yes sir. Sir, I am busy, will talk later, just two...   (అవును సర్. సర్, బిజీ లో ఉన్నాను, వార్తా అన్నా, ఒక్క రెండు...)\n[10s] AGENT: Ah sir, I didn't understand.   (ఆ సర్, అర్థం కాలేదు.)",
  "language": "Telugu",
  "languages": "[\"Telugu\", \"English\"]",
  "turn_count": 6,
  "connected": 1,
  "audio_notes": "clear: The customer's final sentence is cut short.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "6 turns, clean transcript (0% inaudible)",
  "band_language": "Telugu",
  "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": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer says they are busy, immediately ask for a specific time to call back instead of stating you don't understand.",
  "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 themselves and JSW. The customer immediately stated they were busy and would talk later. The agent did not understand the customer's full sentence and the call ended without any discovery, pitch, or a scheduled next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission, and when the customer stated they were busy, the agent did not attempt to schedule a callback.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery was attempted as the customer cut the call short.\"}, {\"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\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not secure a specific time for a callback after the customer stated they were busy.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy, immediately ask for a specific time to call back instead of stating you don't understand.\", \"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 themselves and JSW. The customer immediately stated they were busy and would talk later. The agent did not understand the customer's full sentence and the call ended without any discovery, pitch, or a scheduled next step.\"}",
  "error": null,
  "latency_ms": 28588,
  "input_tokens": 2739,
  "output_tokens": 638,
  "created_at": "2026-09-25 10:45:03",
  "sentiment": "negative",
  "sentiment_score": -0.41,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 6,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.558,
  "agent_talk_sec": 5.3,
  "customer_talk_sec": 4.2,
  "dead_air_sec": 23.5,
  "longest_monologue_sec": 3.4,
  "agent_wpm": 249.1,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 3,
  "discovery_qs": 0,
  "words_agent": 22,
  "words_customer": 16,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178583522141",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178583522141",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.59,
      "end_s": 2.59,
      "text_en": "Hello, Namaste sir.",
      "text_native": "హలో, నమస్తే సర్."
    },
    {
      "ucid": "21112178583522141",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.69,
      "end_s": 3.69,
      "text_en": "Yes, hello, tell me.",
      "text_native": "హా, నమస్తే, చెప్పండి."
    },
    {
      "ucid": "21112178583522141",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.85,
      "end_s": 7.25,
      "text_en": "Sir, my name is Varun, I'm speaking from JSW. We spoke once last month.",
      "text_native": "సర్, నా పేరు వరుణ్, JSW నుంచి మాట్లాడుతున్నాను. లాస్ట్ మంత్ ఒకసారి మాట్లాడాం మనం."
    },
    {
      "ucid": "21112178583522141",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.35,
      "end_s": 10.2,
      "text_en": "Yes sir. Sir, I am busy, will talk later, just two...",
      "text_native": "అవును సర్. సర్, బిజీ లో ఉన్నాను, వార్తా అన్నా, ఒక్క రెండు..."
    },
    {
      "ucid": "21112178583522141",
      "idx": 5,
      "speaker": "agent",
      "start_s": 10.3,
      "end_s": 11.24,
      "text_en": "Ah sir, I didn't understand.",
      "text_native": "ఆ సర్, అర్థం కాలేదు."
    }
  ],
  "steps": [
    {
      "ucid": "21112178583522141",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for permission, and when the customer stated they were busy, the agent did not attempt to schedule a callback."
    },
    {
      "ucid": "21112178583522141",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated by the customer before the agent could deliver the hook."
    },
    {
      "ucid": "21112178583522141",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery was attempted as the customer cut the call short."
    },
    {
      "ucid": "21112178583522141",
      "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": "21112178583522141",
      "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": "21112178583522141",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not secure a specific time for a callback after the customer stated they were busy."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}