{
  "ucid": "21112178834415621",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 15:45:56",
  "end_time": "2026-09-02 15:46:56",
  "duration_sec": 60,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "No_requirement",
  "agent": "Jeevan Jeejo",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA793a58a50bb90f04ec4ca41195fbbabb.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1246,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834415621__DIA793a58a50bb90f04ec4ca41195fbbabb.mp3",
  "audio_bytes": 79704,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 26.568,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[2s] CUSTOMER: Hello?\n[3s] AGENT: Hello, is this Mr. Arul speaking, sir?   (ஹலோ இது மிஸ்டர் அருள் பேசுறாங்களா சார்?)\n[5s] CUSTOMER: Tell me, who are you, sir?   (சொல்லுங்க நீங்க யாரு சார்?)\n[6s] AGENT: Sir, I am Jeevan speaking, from the JSW One platform, from the Mumbai office here.   (சார் நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம் இங்க மும்பைல ஆபீஸ்ல இருந்து.)\n[10s] CUSTOMER: I don't have any idea right now, sir. I will call later, sir.   (இப்ப ஏதும் ஐடியா இல்ல சார். அப்புறம் கூப்பிடுறேன் சார்.)\n[12s] AGENT: Okay.\n[12s] CUSTOMER: You can close it.   (நீங்க க்ளோஸ் பண்ணுங்க.)\n[13s] AGENT: I have sent a message on WhatsApp now. If there is any use, let me know.   (WhatsAppல இப்ப மெசேஜ் போட்டு வச்சிருக்கிறேன். ஏதாச்சும் யூஸ் இருந்தா சொல்லுங்க.)\n[17s] CUSTOMER: Okay.   (சரிங்க.)\n[18s] AGENT: Okay sir, thank you.   (ஓகே சார், தேங்க்யூ.)",
  "language": "Tamil",
  "languages": "[\"Tamil\", \"English\"]",
  "turn_count": 10,
  "connected": 1,
  "audio_notes": "clear: There is some background chatter, but it does not interfere with the main conversation.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "10 turns, clean transcript (0% inaudible)",
  "band_language": "Tamil",
  "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 gives an initial brush-off like 'no requirement now', you must still attempt to schedule a specific callback date instead of ending the call.",
  "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 called a newly registered user. The customer immediately stated they had no current requirement and wanted to end the call. The agent accepted the brush-off, sent a generic WhatsApp message, and closed the call without performing any discovery or securing a specific next step.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent only stated his name and company, failing to provide a warm welcome or reference the customer's new registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Hello, is this Mr. Arul speaking, sir?\", \"comment\": \"Agent only verified the customer's name before the customer shut down the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Call was terminated by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Not attempted as the customer ended the call before this stage.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not ask about a current requirement or attempt to schedule a specific callback after the customer stated they had no immediate need.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a passive 'let me know' via WhatsApp, not one of the three required specific next steps.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives an initial brush-off like 'no requirement now', you must still attempt to schedule a specific callback date instead of ending the call.\", \"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\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"I don't have any idea right now, sir. I will call later, sir.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent called a newly registered user. The customer immediately stated they had no current requirement and wanted to end the call. The agent accepted the brush-off, sent a generic WhatsApp message, and closed the call without performing any discovery or securing a specific next step.\"}",
  "error": null,
  "latency_ms": 30385,
  "input_tokens": 2915,
  "output_tokens": 751,
  "created_at": "2026-09-25 11:48:48",
  "sentiment": "negative",
  "sentiment_score": -0.3,
  "sentiment_confidence": "high",
  "pos": 0,
  "neg": 2,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.692,
  "agent_talk_sec": 9.2,
  "customer_talk_sec": 4.1,
  "dead_air_sec": 46.7,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 280.4,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 5,
  "discovery_qs": 1,
  "words_agent": 43,
  "words_customer": 25,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834415621",
      "idx": 0,
      "speaker": "customer",
      "start_s": 1.83,
      "end_s": 2.2,
      "text_en": "Hello?",
      "text_native": "Hello?"
    },
    {
      "ucid": "21112178834415621",
      "idx": 1,
      "speaker": "agent",
      "start_s": 2.86,
      "end_s": 4.84,
      "text_en": "Hello, is this Mr. Arul speaking, sir?",
      "text_native": "ஹலோ இது மிஸ்டர் அருள் பேசுறாங்களா சார்?"
    },
    {
      "ucid": "21112178834415621",
      "idx": 2,
      "speaker": "customer",
      "start_s": 5.13,
      "end_s": 6.06,
      "text_en": "Tell me, who are you, sir?",
      "text_native": "சொல்லுங்க நீங்க யாரு சார்?"
    },
    {
      "ucid": "21112178834415621",
      "idx": 3,
      "speaker": "agent",
      "start_s": 6.2,
      "end_s": 9.24,
      "text_en": "Sir, I am Jeevan speaking, from the JSW One platform, from the Mumbai office here.",
      "text_native": "சார் நான் ஜீவன் பேசுறேன், JSW One பிளாட்பார்ம் இங்க மும்பைல ஆபீஸ்ல இருந்து."
    },
    {
      "ucid": "21112178834415621",
      "idx": 4,
      "speaker": "customer",
      "start_s": 10.22,
      "end_s": 12.0,
      "text_en": "I don't have any idea right now, sir. I will call later, sir.",
      "text_native": "இப்ப ஏதும் ஐடியா இல்ல சார். அப்புறம் கூப்பிடுறேன் சார்."
    },
    {
      "ucid": "21112178834415621",
      "idx": 5,
      "speaker": "agent",
      "start_s": 12.1,
      "end_s": 12.3,
      "text_en": "Okay.",
      "text_native": "Okay."
    },
    {
      "ucid": "21112178834415621",
      "idx": 6,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 13.0,
      "text_en": "You can close it.",
      "text_native": "நீங்க க்ளோஸ் பண்ணுங்க."
    },
    {
      "ucid": "21112178834415621",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.0,
      "end_s": 16.2,
      "text_en": "I have sent a message on WhatsApp now. If there is any use, let me know.",
      "text_native": "WhatsAppல இப்ப மெசேஜ் போட்டு வச்சிருக்கிறேன். ஏதாச்சும் யூஸ் இருந்தா சொல்லுங்க."
    },
    {
      "ucid": "21112178834415621",
      "idx": 8,
      "speaker": "customer",
      "start_s": 16.7,
      "end_s": 17.0,
      "text_en": "Okay.",
      "text_native": "சரிங்க."
    },
    {
      "ucid": "21112178834415621",
      "idx": 9,
      "speaker": "agent",
      "start_s": 17.5,
      "end_s": 18.3,
      "text_en": "Okay sir, thank you.",
      "text_native": "ஓகே சார், தேங்க்யூ."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834415621",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent only stated his name and company, failing to provide a warm welcome or reference the customer's new registration."
    },
    {
      "ucid": "21112178834415621",
      "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 Mr. Arul speaking, sir?",
      "comment": "Agent only verified the customer's name before the customer shut down the conversation."
    },
    {
      "ucid": "21112178834415621",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Call was terminated by the customer before any discovery questions could be asked."
    },
    {
      "ucid": "21112178834415621",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Not attempted as the customer ended the call before this stage."
    },
    {
      "ucid": "21112178834415621",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not ask about a current requirement or attempt to schedule a specific callback after the customer stated they had no immediate need."
    },
    {
      "ucid": "21112178834415621",
      "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 with a passive 'let me know' via WhatsApp, not one of the three required specific next steps."
    }
  ],
  "objections": [
    {
      "ucid": "21112178834415621",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "I don't have any idea right now, sir. I will call later, sir.",
      "response": "Okay."
    }
  ],
  "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": []
}