{
  "ucid": "21112178593433221",
  "call_date": "2026-08-05",
  "start_time": "1899-12-30 18:22:12",
  "end_time": "1899-12-30 18:22:48",
  "duration_sec": 36,
  "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/DIA6d1f5e111316b9073f19290ac5f0be86.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 45,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178593433221__DIA6d1f5e111316b9073f19290ac5f0be86.mp3",
  "audio_bytes": 65016,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-07 07:02:38.412185+00",
  "audio_secs": 21.672,
  "source_file": "Aug1-5.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[3s] CUSTOMER: Yes?\n[4s] AGENT: Okay, so good evening. Karthik this side from JSW One.\n[7s] CUSTOMER: From?\n[8s] AGENT: From JSW One MSME, sir.\n[11s] CUSTOMER: Regarding?\n[12s] AGENT: Uh, your SBG Technologies, the firm was registered...\n[15s] CUSTOMER: Can I call you back sometime? Thank you.\n[17s] AGENT: Sorry, sir?",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "English",
  "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 and will call back, you must immediately ask for a specific time to secure the next step.",
  "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 and his company. The customer immediately interrupted, stating they were busy and would call back, then ended the conversation. The agent was unable to proceed with the pitch or establish a firm next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"CUSTOMER: Can I call you back sometime? Thank you. AGENT: Sorry, sir?\", \"comment\": \"Agent did not use the customer's name or ask for permission, and when the customer declined to speak, the agent did not ask for a specific callback time.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before the agent could deliver a supply or price hook.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the customer ended the call immediately after the introduction.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before any USPs could be pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before the agent could attempt to qualify for a requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No next step was agreed upon; the agent did not secure a callback time when the customer stated they were busy.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they are busy and will call back, you must immediately ask for a specific time to secure the next step.\", \"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 and his company. The customer immediately interrupted, stating they were busy and would call back, then ended the conversation. The agent was unable to proceed with the pitch or establish a firm next step.\"}",
  "error": null,
  "latency_ms": 27265,
  "input_tokens": 2679,
  "output_tokens": 675,
  "created_at": "2026-09-25 10:45:56",
  "sentiment": "positive",
  "sentiment_score": 0.48,
  "sentiment_confidence": "high",
  "pos": 8,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.712,
  "agent_talk_sec": 8.4,
  "customer_talk_sec": 3.4,
  "dead_air_sec": 24.2,
  "longest_monologue_sec": 2.8,
  "agent_wpm": 185.7,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 2,
  "words_agent": 26,
  "words_customer": 12,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178593433221",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.87,
      "end_s": 1.37,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178593433221",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 2.73,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178593433221",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.23,
      "end_s": 3.56,
      "text_en": "Yes?",
      "text_native": "Yes?"
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    {
      "ucid": "21112178593433221",
      "idx": 3,
      "speaker": "agent",
      "start_s": 4.0,
      "end_s": 6.84,
      "text_en": "Okay, so good evening. Karthik this side from JSW One.",
      "text_native": "Okay, so good evening. Karthik this side from JSW One."
    },
    {
      "ucid": "21112178593433221",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.4,
      "end_s": 7.74,
      "text_en": "From?",
      "text_native": "From?"
    },
    {
      "ucid": "21112178593433221",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.2,
      "end_s": 9.94,
      "text_en": "From JSW One MSME, sir.",
      "text_native": "From JSW One MSME, sir."
    },
    {
      "ucid": "21112178593433221",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.7,
      "end_s": 11.24,
      "text_en": "Regarding?",
      "text_native": "Regarding?"
    },
    {
      "ucid": "21112178593433221",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.7,
      "end_s": 14.54,
      "text_en": "Uh, your SBG Technologies, the firm was registered...",
      "text_native": "Uh, your SBG Technologies, the firm was registered..."
    },
    {
      "ucid": "21112178593433221",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.54,
      "end_s": 16.24,
      "text_en": "Can I call you back sometime? Thank you.",
      "text_native": "Can I call you back sometime? Thank you."
    },
    {
      "ucid": "21112178593433221",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.8,
      "end_s": 17.34,
      "text_en": "Sorry, sir?",
      "text_native": "Sorry, sir?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178593433221",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "CUSTOMER: Can I call you back sometime? Thank you. AGENT: Sorry, sir?",
      "comment": "Agent did not use the customer's name or ask for permission, and when the customer declined to speak, the agent did not ask for a specific callback time."
    },
    {
      "ucid": "21112178593433221",
      "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 a supply or price hook."
    },
    {
      "ucid": "21112178593433221",
      "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 ended the call immediately after the introduction."
    },
    {
      "ucid": "21112178593433221",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before any USPs could be pitched."
    },
    {
      "ucid": "21112178593433221",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before the agent could attempt to qualify for a requirement."
    },
    {
      "ucid": "21112178593433221",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No next step was agreed upon; the agent did not secure a callback time when 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": []
}