{
  "ucid": "21112178591412981",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 12:45:29",
  "end_time": "1899-12-30 12:46:05",
  "duration_sec": 36,
  "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/DIA2570b6405141dd5e3cd49542b0df577c.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 44,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178591412981__DIA2570b6405141dd5e3cd49542b0df577c.mp3",
  "audio_bytes": 74304,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 24.768,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello.   (हॅलो।)\n[2s] CUSTOMER: Dev Automates Private Limited.   (देव ऑटोमेट्स प्रायव्हेट लिमिटेड।)\n[4s] AGENT: Yes.   (हां जी।)\n[5s] AGENT: Yes, hello sir, my name is Gautam, I am speaking from JSW One.   (हां जी नमस्कार सर, मेरा नाम गौतम बात कर रहा हूं JSW One से।)\n[8s] CUSTOMER: Oh man, you just let it be, sir. Please delete my number. You guys won't be able to do it, sir. Your service is very poor.   (अरे यार आप रहने दो सर, मेरा ना नंबर डिलीट कर दो प्लीज यार। आप लोगों से नहीं हो पाएगा सर। आपकी सर्विस बहुत पुअर है।)\n[14s] CUSTOMER: My line is already running with another company.   (मेरी लाइन ही चल रही है दूसरी कंपनी के साथ।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 7,
  "connected": 1,
  "audio_notes": "clear: The customer sounds annoyed throughout the call.",
  "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": 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 faced with an immediate objection about past service, you must first acknowledge the customer's frustration before attempting to proceed; the call ended because the objection was ignored.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "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 and JSW One. The customer immediately interrupted, complaining about poor past service and stating they already have a supplier. The agent did not get a chance to respond or proceed with the pitch before the call effectively ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, hello sir, my name is Gautam, I am speaking from JSW One.\", \"comment\": \"Agent did not use the customer's name or ask for permission to speak before the customer interrupted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call was terminated by the customer's objection before the agent could deliver a hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Call ended before the discovery phase could begin.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call ended before the agent could pitch any USPs.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call ended before the agent could attempt to qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Call ended abruptly with no next step discussed or committed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When faced with an immediate objection about past service, you must first acknowledge the customer's frustration before attempting to proceed; the call ended because the objection was ignored.\", \"segment_detected\": \"manufacturing\", \"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\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"My line is already running with another company.\", \"response\": \"\"}], \"call_summary\": \"The agent introduced himself and JSW One. The customer immediately interrupted, complaining about poor past service and stating they already have a supplier. The agent did not get a chance to respond or proceed with the pitch before the call effectively ended.\"}",
  "error": null,
  "latency_ms": 33567,
  "input_tokens": 2765,
  "output_tokens": 704,
  "created_at": "2026-09-25 10:45:53",
  "sentiment": "neutral",
  "sentiment_score": 0.12,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.276,
  "agent_talk_sec": 3.7,
  "customer_talk_sec": 9.7,
  "dead_air_sec": 22.6,
  "longest_monologue_sec": 3.4,
  "agent_wpm": null,
  "interruptions": 0,
  "agent_turns": 3,
  "customer_turns": 4,
  "discovery_qs": 0,
  "words_agent": 15,
  "words_customer": 39,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178591412981",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.27,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178591412981",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.67,
      "end_s": 2.03,
      "text_en": "Hello.",
      "text_native": "हॅलो।"
    },
    {
      "ucid": "21112178591412981",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.47,
      "end_s": 4.03,
      "text_en": "Dev Automates Private Limited.",
      "text_native": "देव ऑटोमेट्स प्रायव्हेट लिमिटेड।"
    },
    {
      "ucid": "21112178591412981",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.47,
      "end_s": 4.83,
      "text_en": "Yes.",
      "text_native": "हां जी।"
    },
    {
      "ucid": "21112178591412981",
      "idx": 4,
      "speaker": "agent",
      "start_s": 5.03,
      "end_s": 8.03,
      "text_en": "Yes, hello sir, my name is Gautam, I am speaking from JSW One.",
      "text_native": "हां जी नमस्कार सर, मेरा नाम गौतम बात कर रहा हूं JSW One से।"
    },
    {
      "ucid": "21112178591412981",
      "idx": 5,
      "speaker": "customer",
      "start_s": 8.4,
      "end_s": 14.0,
      "text_en": "Oh man, you just let it be, sir. Please delete my number. You guys won't be able to do it, sir. Your service is very poor.",
      "text_native": "अरे यार आप रहने दो सर, मेरा ना नंबर डिलीट कर दो प्लीज यार। आप लोगों से नहीं हो पाएगा सर। आपकी सर्विस बहुत पुअर है।"
    },
    {
      "ucid": "21112178591412981",
      "idx": 6,
      "speaker": "customer",
      "start_s": 14.44,
      "end_s": 16.54,
      "text_en": "My line is already running with another company.",
      "text_native": "मेरी लाइन ही चल रही है दूसरी कंपनी के साथ।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178591412981",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Yes, hello sir, my name is Gautam, I am speaking from JSW One.",
      "comment": "Agent did not use the customer's name or ask for permission to speak before the customer interrupted."
    },
    {
      "ucid": "21112178591412981",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call was terminated by the customer's objection before the agent could deliver a hook."
    },
    {
      "ucid": "21112178591412981",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Call ended before the discovery phase could begin."
    },
    {
      "ucid": "21112178591412981",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call ended before the agent could pitch any USPs."
    },
    {
      "ucid": "21112178591412981",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call ended before the agent could attempt to qualify for a requirement."
    },
    {
      "ucid": "21112178591412981",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Call ended abruptly with no next step discussed or committed."
    }
  ],
  "objections": [
    {
      "ucid": "21112178591412981",
      "obj_type": "incumbent_supplier",
      "state": "mishandled",
      "evidence": "My line is already running with another company.",
      "response": ""
    }
  ],
  "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": []
}