{
  "ucid": "21112178834171571",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 15:05:15",
  "end_time": "2026-09-02 15:06:34",
  "duration_sec": 79,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "Does_not_deal_Steel",
  "agent": "sudeeps",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAa557f0e09156dfab76b818114d09cef2.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1264,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834171571__DIAa557f0e09156dfab76b818114d09cef2.mp3",
  "audio_bytes": 153144,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 51.048,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?\n[2s] AGENT: Hello?\n[4s] CUSTOMER: Who is this?\n[6s] AGENT: Hello, is this Zaneth Uniform?\n[8s] CUSTOMER: Who is this?\n[9s] AGENT: Uh, this is Sudeep from JSW One MSME.\n[11s] CUSTOMER: From?\n[12s] AGENT: JSW One MSME cell, Jindal Steel.\n[15s] CUSTOMER: MSME? What is MSME?\n[17s] AGENT: Sir, actually this is a portal from which you can procure steel. So I just wanted to understand, do you deal in steel segment, sir?\n[22s] CUSTOMER: Yeah, why should I give all the details to you? First of all, what is your background?\n[26s] AGENT: Sir, I'm calling from JSW Steel.\n[28s] CUSTOMER: Which JSW Steel?\n[30s] AGENT: One second, I'll call you back. One second. I'll call you from my official number.",
  "language": "English",
  "languages": "[\"English\"]",
  "turn_count": 14,
  "connected": 1,
  "audio_notes": "clear: There is some background noise on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "14 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": "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 is suspicious, don't panic and hang up. Build trust by calmly re-stating your full name, your purpose, and offering to send an introductory email from your official JSW address to prove your identity.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "wrong_product",
  "mfg_flag": 1,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 1,
  "material_detected": "Customer company name is 'Zaneth Uniform', strongly suggesting they do not deal in steel.",
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent contacted a new registration. The customer was immediately suspicious, questioning the agent's identity and purpose. The agent briefly explained the portal but failed to build trust and, when challenged further, aborted the call, promising to call back from an 'official number'.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The opener was a direct verification question, not a warm welcome positioning the agent as a helper.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, is this Zaneth Uniform?\", \"comment\": \"The agent only attempted to verify the company name before the customer's resistance stopped further questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call did not progress past the introduction.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Sir, actually this is a portal from which you can procure steel.\", \"comment\": \"The agent gave a minimal description of the platform but did not explain any of the key benefits (pricing, TC, availability).\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was terminated before any requirement could be identified or a next step planned.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"One second, I'll call you back. One second. I'll call you from my official number.\", \"comment\": \"The agent abruptly ended the call, which is not one of the three valid closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is suspicious, don't panic and hang up. Build trust by calmly re-stating your full name, your purpose, and offering to send an introductory email from your official JSW address to prove your identity.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"Customer company name is 'Zaneth Uniform', strongly suggesting they do not deal in steel.\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registration. The customer was immediately suspicious, questioning the agent's identity and purpose. The agent briefly explained the portal but failed to build trust and, when challenged further, aborted the call, promising to call back from an 'official number'.\"}",
  "error": null,
  "latency_ms": 38002,
  "input_tokens": 2871,
  "output_tokens": 752,
  "created_at": "2026-09-25 11:49:54",
  "sentiment": "negative",
  "sentiment_score": -0.315,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 0,
  "lex_hits": 0,
  "objection_phrases": "[]",
  "sentiment_method": "0.7*prior (damped - label alone is weak)",
  "talk_ratio": 0.668,
  "agent_talk_sec": 15.1,
  "customer_talk_sec": 7.5,
  "dead_air_sec": 56.4,
  "longest_monologue_sec": 4.7,
  "agent_wpm": 262.3,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 7,
  "discovery_qs": 3,
  "words_agent": 66,
  "words_customer": 32,
  "monologue_heavy": 0,
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    {
      "ucid": "21112178834171571",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.58,
      "end_s": 2.13,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.5,
      "end_s": 3.0,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 2,
      "speaker": "customer",
      "start_s": 4.4,
      "end_s": 5.0,
      "text_en": "Who is this?",
      "text_native": "Who is this?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 3,
      "speaker": "agent",
      "start_s": 5.8,
      "end_s": 7.1,
      "text_en": "Hello, is this Zaneth Uniform?",
      "text_native": "Hello, is this Zaneth Uniform?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 4,
      "speaker": "customer",
      "start_s": 7.8,
      "end_s": 8.4,
      "text_en": "Who is this?",
      "text_native": "Who is this?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 5,
      "speaker": "agent",
      "start_s": 8.9,
      "end_s": 10.6,
      "text_en": "Uh, this is Sudeep from JSW One MSME.",
      "text_native": "Uh, this is Sudeep from JSW One MSME."
    },
    {
      "ucid": "21112178834171571",
      "idx": 6,
      "speaker": "customer",
      "start_s": 11.1,
      "end_s": 11.4,
      "text_en": "From?",
      "text_native": "From?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 7,
      "speaker": "agent",
      "start_s": 11.9,
      "end_s": 13.8,
      "text_en": "JSW One MSME cell, Jindal Steel.",
      "text_native": "JSW One MSME cell, Jindal Steel."
    },
    {
      "ucid": "21112178834171571",
      "idx": 8,
      "speaker": "customer",
      "start_s": 14.6,
      "end_s": 15.8,
      "text_en": "MSME? What is MSME?",
      "text_native": "MSME? What is MSME?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 9,
      "speaker": "agent",
      "start_s": 16.6,
      "end_s": 21.3,
      "text_en": "Sir, actually this is a portal from which you can procure steel. So I just wanted to understand, do you deal in steel segment, sir?",
      "text_native": "Sir, actually this is a portal from which you can procure steel. So I just wanted to understand, do you deal in steel segment, sir?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 10,
      "speaker": "customer",
      "start_s": 21.9,
      "end_s": 25.2,
      "text_en": "Yeah, why should I give all the details to you? First of all, what is your background?",
      "text_native": "Yeah, why should I give all the details to you? First of all, what is your background?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 11,
      "speaker": "agent",
      "start_s": 25.6,
      "end_s": 27.0,
      "text_en": "Sir, I'm calling from JSW Steel.",
      "text_native": "Sir, I'm calling from JSW Steel."
    },
    {
      "ucid": "21112178834171571",
      "idx": 12,
      "speaker": "customer",
      "start_s": 27.6,
      "end_s": 28.5,
      "text_en": "Which JSW Steel?",
      "text_native": "Which JSW Steel?"
    },
    {
      "ucid": "21112178834171571",
      "idx": 13,
      "speaker": "agent",
      "start_s": 30.2,
      "end_s": 33.8,
      "text_en": "One second, I'll call you back. One second. I'll call you from my official number.",
      "text_native": "One second, I'll call you back. One second. I'll call you from my official number."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834171571",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The opener was a direct verification question, not a warm welcome positioning the agent as a helper."
    },
    {
      "ucid": "21112178834171571",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "Hello, is this Zaneth Uniform?",
      "comment": "The agent only attempted to verify the company name before the customer's resistance stopped further questions."
    },
    {
      "ucid": "21112178834171571",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No discovery questions were asked as the call did not progress past the introduction."
    },
    {
      "ucid": "21112178834171571",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "Sir, actually this is a portal from which you can procure steel.",
      "comment": "The agent gave a minimal description of the platform but did not explain any of the key benefits (pricing, TC, availability)."
    },
    {
      "ucid": "21112178834171571",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was terminated before any requirement could be identified or a next step planned."
    },
    {
      "ucid": "21112178834171571",
      "step_id": "NR6",
      "step_name": "Closure - one of three outcomes",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "One second, I'll call you back. One second. I'll call you from my official number.",
      "comment": "The agent abruptly ended the call, which is not one of the three valid closure outcomes."
    }
  ],
  "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": []
}