{
  "ucid": "21112178584268851",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 16:54:48",
  "end_time": "1899-12-30 16:55:19",
  "duration_sec": 31,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "abhinav gautam",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA51c70b32f581c9196acedc533105faf4.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 28,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178584268851__DIA51c70b32f581c9196acedc533105faf4.mp3",
  "audio_bytes": 48600,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 16.2,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Yes.   (हाँ जी।)\n[1s] AGENT: Hello?   (हेलो?)\n[2s] CUSTOMER: Yes, hello sir.   (हाँ जी नमस्कार सर।)\n[2s] AGENT: This was Abhinav Gautam speaking from JSW.   (अभिनव गौतम बात कर रहा था मैं JSW से।)\n[4s] CUSTOMER: Yes, yes.   (जी जी।)\n[5s] AGENT: Yes sir, will there be any requirement for HR coil?   (जी सर, कोई HR coil की requirement होगी क्या?)\n[7s] CUSTOMER: No, there is nothing right now, sir.   (नहीं अभी कुछ नहीं है सर।)\n[8s] AGENT: Okay sir.   (ओके सर।)\n[9s] CUSTOMER: Thank you.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": 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 must follow the script structure by completing the opener and delivering a hook before asking for a requirement, as this will help engage the customer.",
  "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": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent called to inquire about HR coil requirements. The customer stated they had no current need and ended the conversation. The agent did not follow the pitch structure, skipping the opener, hook, and discovery, and did not establish a next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"This was Abhinav Gautam speaking from JSW.\", \"comment\": \"The agent identified himself and the company but did not use the customer's name or ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes sir, will there be any requirement for HR coil?\", \"comment\": \"The agent skipped the hook and immediately asked for a requirement, which is a qualification question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer stated they had no requirement.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched as no discovery was done and the call ended prematurely.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, will there be any requirement for HR coil?\", \"comment\": \"The agent successfully attempted to qualify by asking if a requirement exists, even though the answer was no.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay sir.\", \"comment\": \"The call ended without the agent proposing or securing any specific next step like a callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must follow the script structure by completing the opener and delivering a hook before asking for a requirement, as this will help engage the customer.\", \"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\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to inquire about HR coil requirements. The customer stated they had no current need and ended the conversation. The agent did not follow the pitch structure, skipping the opener, hook, and discovery, and did not establish a next step.\", \"call_id\": \"21112178584268851\"}",
  "error": null,
  "latency_ms": 23645,
  "input_tokens": 2724,
  "output_tokens": 721,
  "created_at": "2026-09-25 10:44:46",
  "sentiment": "positive",
  "sentiment_score": 0.429,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.56,
  "agent_talk_sec": 4.2,
  "customer_talk_sec": 3.3,
  "dead_air_sec": 23.5,
  "longest_monologue_sec": 1.7,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 20,
  "words_customer": 15,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178584268851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.27,
      "end_s": 0.69,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178584268851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.9,
      "end_s": 1.28,
      "text_en": "Hello?",
      "text_native": "हेलो?"
    },
    {
      "ucid": "21112178584268851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.48,
      "text_en": "Yes, hello sir.",
      "text_native": "हाँ जी नमस्कार सर।"
    },
    {
      "ucid": "21112178584268851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.48,
      "end_s": 4.21,
      "text_en": "This was Abhinav Gautam speaking from JSW.",
      "text_native": "अभिनव गौतम बात कर रहा था मैं JSW से।"
    },
    {
      "ucid": "21112178584268851",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.34,
      "end_s": 4.74,
      "text_en": "Yes, yes.",
      "text_native": "जी जी।"
    },
    {
      "ucid": "21112178584268851",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.06,
      "end_s": 6.8,
      "text_en": "Yes sir, will there be any requirement for HR coil?",
      "text_native": "जी सर, कोई HR coil की requirement होगी क्या?"
    },
    {
      "ucid": "21112178584268851",
      "idx": 6,
      "speaker": "customer",
      "start_s": 7.04,
      "end_s": 8.2,
      "text_en": "No, there is nothing right now, sir.",
      "text_native": "नहीं अभी कुछ नहीं है सर।"
    },
    {
      "ucid": "21112178584268851",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.34,
      "end_s": 8.74,
      "text_en": "Okay sir.",
      "text_native": "ओके सर।"
    },
    {
      "ucid": "21112178584268851",
      "idx": 8,
      "speaker": "customer",
      "start_s": 8.84,
      "end_s": 9.24,
      "text_en": "Thank you.",
      "text_native": "Thank you."
    }
  ],
  "steps": [
    {
      "ucid": "21112178584268851",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "This was Abhinav Gautam speaking from JSW.",
      "comment": "The agent identified himself and the company but did not use the customer's name or ask for permission to speak."
    },
    {
      "ucid": "21112178584268851",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes sir, will there be any requirement for HR coil?",
      "comment": "The agent skipped the hook and immediately asked for a requirement, which is a qualification question."
    },
    {
      "ucid": "21112178584268851",
      "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 as the customer stated they had no requirement."
    },
    {
      "ucid": "21112178584268851",
      "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 and the call ended prematurely."
    },
    {
      "ucid": "21112178584268851",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes sir, will there be any requirement for HR coil?",
      "comment": "The agent successfully attempted to qualify by asking if a requirement exists, even though the answer was no."
    },
    {
      "ucid": "21112178584268851",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Okay sir.",
      "comment": "The call ended without the agent proposing or securing any specific next step like a callback."
    }
  ],
  "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": []
}