{
  "ucid": "21112178834153871",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 15:02:18",
  "end_time": "2026-09-02 15:03:10",
  "duration_sec": 52,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA070792da5913fd8a3fbf452c6e3e2e9d.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1265,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834153871__DIA070792da5913fd8a3fbf452c6e3e2e9d.mp3",
  "audio_bytes": 87480,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 29.16,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[1s] CUSTOMER: Hello?   (हॅलो?)\n[2s] AGENT: Hello?   (हॅलो?)\n[4s] CUSTOMER: Hello?   (हॅलो?)\n[5s] AGENT: Yeah.\n[6s] AGENT: Yeah, sir.\n[7s] AGENT: Sanghvi Industries?\n[8s] CUSTOMER: Yes, tell me.   (हां बोलो।)\n[9s] AGENT: Sir, this is Abdul speaking from JSW.   (सर अब्दुल बात कर रहा हूं मैं JSW से।)\n[12s] CUSTOMER: Uh, can you call me in ten minutes? In ten-fifteen minutes?   (अह आप मुझे एक दस मिनट में फोन करेंगे? दस पंद्रह मिनट में?)\n[15s] AGENT: I am sending you a WhatsApp from my personal number. When you have a requirement, you can message me, okay?   (मैं आपको WhatsApp कर दे रहा हूं पर्सनल नंबर से। जब रिक्वायरमेंट हो आप मुझे मैसेज कर दीजिएगा, ठीक है?)\n[20s] CUSTOMER: Okay.   (ठीक है।)\n[20s] AGENT: Okay sir.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 12,
  "connected": 1,
  "audio_notes": "clear: Some background conversation is audible on the customer's side but it does not interfere with transcription.",
  "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": "new_registration",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]",
  "pitch_coaching_note": "When a customer asks for a callback, agree to it and confirm the exact time, e.g., 'Sure, I'll call you back at 11:15.' Don't leave it to the customer to contact you.",
  "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 contacted a new registration, Sanghvi Industries. The customer immediately asked for a callback in 10-15 minutes. Instead of scheduling a specific time, the agent offered to send a WhatsApp message and asked the customer to reach out when they have a requirement, ending the call without any discovery or commitment.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome or position themselves as a helper, just stated their name and company.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer requested a callback before any profile verification questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer's request before any discovery could be attempted.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits as the call was cut short.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for a current requirement or schedule a specific callback time, instead asking the customer to message when they have a need.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a quote, a specific callback time, or a scheduled walkthrough; the agent only offered to send a WhatsApp.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks for a callback, agree to it and confirm the exact time, e.g., 'Sure, I'll call you back at 11:15.' Don't leave it to the customer to contact you.\", \"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 contacted a new registration, Sanghvi Industries. The customer immediately asked for a callback in 10-15 minutes. Instead of scheduling a specific time, the agent offered to send a WhatsApp message and asked the customer to reach out when they have a requirement, ending the call without any discovery or commitment.\"}",
  "error": null,
  "latency_ms": 26352,
  "input_tokens": 2862,
  "output_tokens": 711,
  "created_at": "2026-09-25 11:49:44",
  "sentiment": "positive",
  "sentiment_score": 0.2,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 0,
  "lex_hits": 2,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.662,
  "agent_talk_sec": 9.0,
  "customer_talk_sec": 4.6,
  "dead_air_sec": 38.4,
  "longest_monologue_sec": 4.6,
  "agent_wpm": 233.3,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 5,
  "discovery_qs": 3,
  "words_agent": 35,
  "words_customer": 18,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834153871",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.84,
      "end_s": 1.34,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178834153871",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 3.0,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178834153871",
      "idx": 2,
      "speaker": "customer",
      "start_s": 3.84,
      "end_s": 4.34,
      "text_en": "Hello?",
      "text_native": "हॅलो?"
    },
    {
      "ucid": "21112178834153871",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 5.54,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178834153871",
      "idx": 4,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 6.64,
      "text_en": "Yeah, sir.",
      "text_native": "Yeah, sir."
    },
    {
      "ucid": "21112178834153871",
      "idx": 5,
      "speaker": "agent",
      "start_s": 7.0,
      "end_s": 7.84,
      "text_en": "Sanghvi Industries?",
      "text_native": "Sanghvi Industries?"
    },
    {
      "ucid": "21112178834153871",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.14,
      "end_s": 8.64,
      "text_en": "Yes, tell me.",
      "text_native": "हां बोलो।"
    },
    {
      "ucid": "21112178834153871",
      "idx": 7,
      "speaker": "agent",
      "start_s": 8.94,
      "end_s": 10.84,
      "text_en": "Sir, this is Abdul speaking from JSW.",
      "text_native": "सर अब्दुल बात कर रहा हूं मैं JSW से।"
    },
    {
      "ucid": "21112178834153871",
      "idx": 8,
      "speaker": "customer",
      "start_s": 11.64,
      "end_s": 14.34,
      "text_en": "Uh, can you call me in ten minutes? In ten-fifteen minutes?",
      "text_native": "अह आप मुझे एक दस मिनट में फोन करेंगे? दस पंद्रह मिनट में?"
    },
    {
      "ucid": "21112178834153871",
      "idx": 9,
      "speaker": "agent",
      "start_s": 14.64,
      "end_s": 19.24,
      "text_en": "I am sending you a WhatsApp from my personal number. When you have a requirement, you can message me, okay?",
      "text_native": "मैं आपको WhatsApp कर दे रहा हूं पर्सनल नंबर से। जब रिक्वायरमेंट हो आप मुझे मैसेज कर दीजिएगा, ठीक है?"
    },
    {
      "ucid": "21112178834153871",
      "idx": 10,
      "speaker": "customer",
      "start_s": 19.54,
      "end_s": 19.94,
      "text_en": "Okay.",
      "text_native": "ठीक है।"
    },
    {
      "ucid": "21112178834153871",
      "idx": 11,
      "speaker": "agent",
      "start_s": 20.34,
      "end_s": 20.74,
      "text_en": "Okay sir.",
      "text_native": "Okay sir."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834153871",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not provide a warm welcome or position themselves as a helper, just stated their name and company."
    },
    {
      "ucid": "21112178834153871",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The customer requested a callback before any profile verification questions could be asked."
    },
    {
      "ucid": "21112178834153871",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call was terminated by the customer's request before any discovery could be attempted."
    },
    {
      "ucid": "21112178834153871",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not explain the platform's benefits as the call was cut short."
    },
    {
      "ucid": "21112178834153871",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not ask for a current requirement or schedule a specific callback time, instead asking the customer to message when they have a need."
    },
    {
      "ucid": "21112178834153871",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended without a quote, a specific callback time, or a scheduled walkthrough; the agent only offered to send a WhatsApp."
    }
  ],
  "objections": [],
  "missed_steps": [
    "NR1 Warm welcome opener",
    "NR2 Verify basic profile (4 Qs)",
    "NR3 Full discovery (8 Qs)",
    "NR4 Platform education",
    "NR5 First opportunity identified",
    "NR6 Closure - one of three outcomes"
  ],
  "objection_phrases_list": []
}