{
  "ucid": "21112178584306451",
  "call_date": "2026-08-04",
  "start_time": "1899-12-30 17:01:04",
  "end_time": "1899-12-30 17:01:46",
  "duration_sec": 42,
  "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/DIA3265884b3bf04cef2be098dc82fe66d8.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 65,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178584306451__DIA3265884b3bf04cef2be098dc82fe66d8.mp3",
  "audio_bytes": 85752,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 28.584,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[5s] CUSTOMER: Hello   (हेलो)\n[6s] AGENT: Hello   (हेलो)\n[7s] CUSTOMER: Hello   (हेलो)\n[8s] AGENT: Yes, hello sir.   (हां नमस्कार सर।)\n[9s] CUSTOMER: Yes, hello. Are you bypassing? Don't speak now, just speak like that. Hello.   (हां नमस्ते। बाईपास कर रहे हो क्या? अब बोलो मत ऐसे ही बोलो। हेलो।)\n[13s] UNKNOWN: Chintu   (चिंटू)\n[14s] CUSTOMER: Yes, who?   (हां कौन?)\n[14s] UNKNOWN: Chintu   (चिंटू)\n[15s] AGENT: I am speaking from JSW, sir.   (JSW से बात कर रहा हूं सर।)\n[17s] CUSTOMER: Hello. From where?   (हेलो। कहां से?)\n[18s] AGENT: JSW, from JSW.   (JSW, JSW से।)\n[19s] CUSTOMER: [crosstalk] I will call back in a little while, there is a customer.   ([crosstalk] थोड़ी देर बाद कॉल मैं करता हूं, कोई कस्टमर है।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "noisy: Significant background noise and multiple conversations happening simultaneously, making it difficult to isolate the main speakers.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "12 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": 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 immediately says they are busy, try to secure a specific time for a callback instead of letting the call end vaguely.",
  "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 himself as being from JSW. The customer immediately stated they were with another customer and would call back later. The call ended abruptly without any discovery, pitch, or a committed next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"I am speaking from JSW, sir.\", \"comment\": \"Agent identified JSW but did not ask for permission before the customer stated they were busy.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer cut the call short.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No qualification for a current requirement was attempted.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not secure a specific callback time when the customer said they would call back.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately says they are busy, try to secure a specific time for a callback instead of letting the call end vaguely.\", \"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 himself as being from JSW. The customer immediately stated they were with another customer and would call back later. The call ended abruptly without any discovery, pitch, or a committed next step.\"}",
  "error": null,
  "latency_ms": 23419,
  "input_tokens": 2820,
  "output_tokens": 622,
  "created_at": "2026-09-25 10:47:29",
  "sentiment": "negative",
  "sentiment_score": -0.2,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 1,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.289,
  "agent_talk_sec": 3.5,
  "customer_talk_sec": 8.6,
  "dead_air_sec": 29.9,
  "longest_monologue_sec": 1.2,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 4,
  "customer_turns": 6,
  "discovery_qs": 0,
  "words_agent": 13,
  "words_customer": 33,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178584306451",
      "idx": 0,
      "speaker": "customer",
      "start_s": 5.01,
      "end_s": 5.55,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178584306451",
      "idx": 1,
      "speaker": "agent",
      "start_s": 6.04,
      "end_s": 6.44,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178584306451",
      "idx": 2,
      "speaker": "customer",
      "start_s": 7.08,
      "end_s": 7.5,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178584306451",
      "idx": 3,
      "speaker": "agent",
      "start_s": 8.0,
      "end_s": 8.89,
      "text_en": "Yes, hello sir.",
      "text_native": "हां नमस्कार सर।"
    },
    {
      "ucid": "21112178584306451",
      "idx": 4,
      "speaker": "customer",
      "start_s": 9.34,
      "end_s": 12.54,
      "text_en": "Yes, hello. Are you bypassing? Don't speak now, just speak like that. Hello.",
      "text_native": "हां नमस्ते। बाईपास कर रहे हो क्या? अब बोलो मत ऐसे ही बोलो। हेलो।"
    },
    {
      "ucid": "21112178584306451",
      "idx": 5,
      "speaker": "unknown",
      "start_s": 12.81,
      "end_s": 13.21,
      "text_en": "Chintu",
      "text_native": "चिंटू"
    },
    {
      "ucid": "21112178584306451",
      "idx": 6,
      "speaker": "customer",
      "start_s": 13.56,
      "end_s": 14.0,
      "text_en": "Yes, who?",
      "text_native": "हां कौन?"
    },
    {
      "ucid": "21112178584306451",
      "idx": 7,
      "speaker": "unknown",
      "start_s": 14.2,
      "end_s": 14.6,
      "text_en": "Chintu",
      "text_native": "चिंटू"
    },
    {
      "ucid": "21112178584306451",
      "idx": 8,
      "speaker": "agent",
      "start_s": 15.0,
      "end_s": 16.24,
      "text_en": "I am speaking from JSW, sir.",
      "text_native": "JSW से बात कर रहा हूं सर।"
    },
    {
      "ucid": "21112178584306451",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.56,
      "end_s": 17.8,
      "text_en": "Hello. From where?",
      "text_native": "हेलो। कहां से?"
    },
    {
      "ucid": "21112178584306451",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.0,
      "end_s": 19.0,
      "text_en": "JSW, from JSW.",
      "text_native": "JSW, JSW से।"
    },
    {
      "ucid": "21112178584306451",
      "idx": 11,
      "speaker": "customer",
      "start_s": 19.2,
      "end_s": 22.0,
      "text_en": "[crosstalk] I will call back in a little while, there is a customer.",
      "text_native": "[crosstalk] थोड़ी देर बाद कॉल मैं करता हूं, कोई कस्टमर है।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178584306451",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "I am speaking from JSW, sir.",
      "comment": "Agent identified JSW but did not ask for permission before the customer stated they were busy."
    },
    {
      "ucid": "21112178584306451",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could deliver a hook."
    },
    {
      "ucid": "21112178584306451",
      "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 cut the call short."
    },
    {
      "ucid": "21112178584306451",
      "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."
    },
    {
      "ucid": "21112178584306451",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No qualification for a current requirement was attempted."
    },
    {
      "ucid": "21112178584306451",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not secure a specific callback time when the customer said they would call back."
    }
  ],
  "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": []
}