{
  "ucid": "21112178593361511",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 18:10:15",
  "end_time": "1899-12-30 18:11:06",
  "duration_sec": 51,
  "campaign": "IS_MFG_HR_HRPO_Opp_Aug26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7ac09b336bae6e62cb5f87d1154c28b2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 89,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178593361511__DIA7ac09b336bae6e62cb5f87d1154c28b2.mp3",
  "audio_bytes": 83376,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 27.792,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[2s] CUSTOMER: Yes.   (हाँ जी।)\n[3s] AGENT: Yes sir, good evening. This is Kartik speaking from JSW One.   (हाँ जी सर, गुड इवनिंग। कार्तिक ये बात कर रहा था JSW One से।)\n[7s] CUSTOMER: Sir, I don't want to purchase from JSW One, sir.   (सर, मेरेको JSW One से परचेस नहीं करना है सर।)\n[10s] AGENT: You don't want to, sir?   (नहीं करना सर?)\n[11s] CUSTOMER: No sir, I have also requested two-three times to close my account, I don't know how it's happening. My account...   (नहीं सर, मेरा मैं रिक्वेस्ट भी किया दो तीन बार मेरा अकाउंट बंद कर दीजिए, वो पता नहीं कैसे हो रहा है। मेरा अकाउंट...)\n[14s] AGENT: No, I will close the account myself. That is not an issue.   (नहीं, अकाउंट तो मैं ही बंद कर दूंगा। दैट इज नॉट एन इशू।)\n[17s] CUSTOMER: Close it. Do it.   (बंद कर दीजिए। कर दीजिए।)\n[18s] AGENT: Okay sir. No worries. Thank you.\n[20s] CUSTOMER: Thanks.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 11,
  "connected": 1,
  "audio_notes": "clear: The customer's speech is slightly faster than the agent's, but both are clear.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "11 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": "When a customer immediately asks to be removed, you handled it professionally by agreeing; consider adding a soft question like 'I can do that, may I ask why so I can update our records?' to gather feedback.",
  "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 customer immediately stated they do not want to purchase from JSW One and have previously requested their account be closed. The agent acknowledged the request, agreed to close the account, and ended the call professionally. No business details were discussed.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, good evening. This is Kartik speaking from JSW One.\", \"comment\": \"Agent successfully delivered the opening greeting and company identification before the customer interrupted.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer immediately objected, preventing the agent from delivering the hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any discovery questions could be asked.\"}, {\"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\": \"No, I will close the account myself. That is not an issue.\", \"comment\": \"Given the customer's firm request to close the account, the agent committed to the only appropriate next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks to be removed, you handled it professionally by agreeing; consider adding a soft question like 'I can do that, may I ask why so I can update our records?' to gather feedback.\", \"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 customer immediately stated they do not want to purchase from JSW One and have previously requested their account be closed. The agent acknowledged the request, agreed to close the account, and ended the call professionally. No business details were discussed.\"}",
  "error": null,
  "latency_ms": 32212,
  "input_tokens": 2844,
  "output_tokens": 676,
  "created_at": "2026-09-25 10:49:18",
  "sentiment": "positive",
  "sentiment_score": 0.282,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 2,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.482,
  "agent_talk_sec": 8.0,
  "customer_talk_sec": 8.6,
  "dead_air_sec": 34.4,
  "longest_monologue_sec": 3.0,
  "agent_wpm": 262.5,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 6,
  "discovery_qs": 1,
  "words_agent": 35,
  "words_customer": 38,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178593361511",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.24,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178593361511",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.56,
      "end_s": 1.94,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178593361511",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.4,
      "end_s": 2.73,
      "text_en": "Yes.",
      "text_native": "हाँ जी।"
    },
    {
      "ucid": "21112178593361511",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.24,
      "end_s": 6.24,
      "text_en": "Yes sir, good evening. This is Kartik speaking from JSW One.",
      "text_native": "हाँ जी सर, गुड इवनिंग। कार्तिक ये बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178593361511",
      "idx": 4,
      "speaker": "customer",
      "start_s": 6.7,
      "end_s": 9.5,
      "text_en": "Sir, I don't want to purchase from JSW One, sir.",
      "text_native": "सर, मेरेको JSW One से परचेस नहीं करना है सर।"
    },
    {
      "ucid": "21112178593361511",
      "idx": 5,
      "speaker": "agent",
      "start_s": 9.81,
      "end_s": 10.34,
      "text_en": "You don't want to, sir?",
      "text_native": "नहीं करना सर?"
    },
    {
      "ucid": "21112178593361511",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.52,
      "end_s": 14.2,
      "text_en": "No sir, I have also requested two-three times to close my account, I don't know how it's happening. My account...",
      "text_native": "नहीं सर, मेरा मैं रिक्वेस्ट भी किया दो तीन बार मेरा अकाउंट बंद कर दीजिए, वो पता नहीं कैसे हो रहा है। मेरा अकाउंट..."
    },
    {
      "ucid": "21112178593361511",
      "idx": 7,
      "speaker": "agent",
      "start_s": 14.2,
      "end_s": 16.63,
      "text_en": "No, I will close the account myself. That is not an issue.",
      "text_native": "नहीं, अकाउंट तो मैं ही बंद कर दूंगा। दैट इज नॉट एन इशू।"
    },
    {
      "ucid": "21112178593361511",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.63,
      "end_s": 17.64,
      "text_en": "Close it. Do it.",
      "text_native": "बंद कर दीजिए। कर दीजिए।"
    },
    {
      "ucid": "21112178593361511",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.9,
      "end_s": 19.54,
      "text_en": "Okay sir. No worries. Thank you.",
      "text_native": "Okay sir. No worries. Thank you."
    },
    {
      "ucid": "21112178593361511",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.54,
      "end_s": 19.9,
      "text_en": "Thanks.",
      "text_native": "Thanks."
    }
  ],
  "steps": [
    {
      "ucid": "21112178593361511",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "pass",
      "earned": 2.0,
      "questions_hit": null,
      "evidence": "Yes sir, good evening. This is Kartik speaking from JSW One.",
      "comment": "Agent successfully delivered the opening greeting and company identification before the customer interrupted."
    },
    {
      "ucid": "21112178593361511",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer immediately objected, preventing the agent from delivering the hook."
    },
    {
      "ucid": "21112178593361511",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer before any discovery questions could be asked."
    },
    {
      "ucid": "21112178593361511",
      "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": "21112178593361511",
      "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": "21112178593361511",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "No, I will close the account myself. That is not an issue.",
      "comment": "Given the customer's firm request to close the account, the agent committed to the only appropriate next step."
    }
  ],
  "objections": [],
  "missed_steps": [
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify"
  ],
  "objection_phrases_list": []
}