{
  "ucid": "21112178834472231",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 15:55:22",
  "end_time": "2026-09-02 15:56:26",
  "duration_sec": 64,
  "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/DIAc3c871bd5f074aece6f3813a6ebe946b.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1240,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834472231__DIAc3c871bd5f074aece6f3813a6ebe946b.mp3",
  "audio_bytes": 124848,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 41.616,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Yeah, hello.\n[1s] AGENT: Yeah.\n[1s] CUSTOMER: Yeah, are you speaking from Trinity Trinity Exim, sir?   (Yeah, Trinity Trinity Exim se baat kar rahe hain sir?)\n[3s] AGENT: From where?   (Kahan se?)\n[4s] CUSTOMER: Are you speaking from Trinity Exim company?   (Trinity Exim company se baat kar rahe hain aap?)\n[5s] AGENT: No, tell me, tell me.   (Nahi, bolo bolo.)\n[6s] AGENT: I am Abdul speaking, sir, from JSW.   (Main Abdul baat kar raha hoon sir, JSW se.)\n[8s] CUSTOMER: From where?   (Kahan se?)\n[9s] AGENT: JSW, I'm calling from JSW head office Mumbai. Jindal Steel Mumbai.   (JSW, JSW head office Mumbai se baat kar raha hoon. Jindal Steel Mumbai.)\n[12s] CUSTOMER: No, that   (Nahi, woh)\n[13s] AGENT: Hmm.\n[14s] CUSTOMER: Not interested my dear.\n[15s] AGENT: Why sir, reason?\n[16s] CUSTOMER: I'm not interested. Short and sweet.\n[18s] AGENT: No, please tell me the reason, I mean why, I mean   (Nahi, bata dijiye na reason matlab kyon matlab)\n[20s] CUSTOMER: No, the products are not of my interest.   (Nahi, the products are not of my interest.)\n[22s] AGENT: Okay, okay, okay.\n[23s] CUSTOMER: Okay, wasting time.",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 18,
  "connected": 1,
  "audio_notes": "clear: The customer's initial turns are slightly muffled but understandable.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "18 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 says our products aren't of interest, try to ask what products they *do* use to confirm if they are a valid lead before closing the call.",
  "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": null,
  "catalogue_status": "not_available",
  "quality_flags_total": 2,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer was expecting a call from a different company. After the agent clarified he was calling from JSW, the customer stated the products were not of interest to them and ended the conversation. The agent was unable to execute the pitch or gather any information.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call began with the customer's confusion, and the agent only identified himself before the customer shut down the call.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The customer immediately stated they were not interested, preventing any discovery questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was too short for the agent to explain the platform.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The customer terminated the call before the agent could ask about requirements.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly with a customer brush-off, with no next step agreed.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says our products aren't of interest, try to ask what products they *do* use to confirm if they are a valid lead before closing the call.\", \"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\": null, \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer was expecting a call from a different company. After the agent clarified he was calling from JSW, the customer stated the products were not of interest to them and ended the conversation. The agent was unable to execute the pitch or gather any information.\"}",
  "error": null,
  "latency_ms": 36765,
  "input_tokens": 3005,
  "output_tokens": 655,
  "created_at": "2026-09-25 11:48:45",
  "sentiment": "negative",
  "sentiment_score": -0.495,
  "sentiment_confidence": "high",
  "pos": 1,
  "neg": 20,
  "lex_hits": 10,
  "objection_phrases": "[\"rejection\"]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.468,
  "agent_talk_sec": 10.3,
  "customer_talk_sec": 11.7,
  "dead_air_sec": 42.0,
  "longest_monologue_sec": 3.1,
  "agent_wpm": 256.3,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 9,
  "discovery_qs": 2,
  "words_agent": 44,
  "words_customer": 43,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834472231",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.41,
      "end_s": 1.01,
      "text_en": "Yeah, hello.",
      "text_native": "Yeah, hello."
    },
    {
      "ucid": "21112178834472231",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.01,
      "end_s": 1.31,
      "text_en": "Yeah.",
      "text_native": "Yeah."
    },
    {
      "ucid": "21112178834472231",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.31,
      "end_s": 3.0,
      "text_en": "Yeah, are you speaking from Trinity Trinity Exim, sir?",
      "text_native": "Yeah, Trinity Trinity Exim se baat kar rahe hain sir?"
    },
    {
      "ucid": "21112178834472231",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.17,
      "end_s": 3.67,
      "text_en": "From where?",
      "text_native": "Kahan se?"
    },
    {
      "ucid": "21112178834472231",
      "idx": 4,
      "speaker": "customer",
      "start_s": 3.8,
      "end_s": 5.3,
      "text_en": "Are you speaking from Trinity Exim company?",
      "text_native": "Trinity Exim company se baat kar rahe hain aap?"
    },
    {
      "ucid": "21112178834472231",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.3,
      "end_s": 6.1,
      "text_en": "No, tell me, tell me.",
      "text_native": "Nahi, bolo bolo."
    },
    {
      "ucid": "21112178834472231",
      "idx": 6,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 8.0,
      "text_en": "I am Abdul speaking, sir, from JSW.",
      "text_native": "Main Abdul baat kar raha hoon sir, JSW se."
    },
    {
      "ucid": "21112178834472231",
      "idx": 7,
      "speaker": "customer",
      "start_s": 8.1,
      "end_s": 8.6,
      "text_en": "From where?",
      "text_native": "Kahan se?"
    },
    {
      "ucid": "21112178834472231",
      "idx": 8,
      "speaker": "agent",
      "start_s": 8.7,
      "end_s": 11.8,
      "text_en": "JSW, I'm calling from JSW head office Mumbai. Jindal Steel Mumbai.",
      "text_native": "JSW, JSW head office Mumbai se baat kar raha hoon. Jindal Steel Mumbai."
    },
    {
      "ucid": "21112178834472231",
      "idx": 9,
      "speaker": "customer",
      "start_s": 11.8,
      "end_s": 12.5,
      "text_en": "No, that",
      "text_native": "Nahi, woh"
    },
    {
      "ucid": "21112178834472231",
      "idx": 10,
      "speaker": "agent",
      "start_s": 12.8,
      "end_s": 13.1,
      "text_en": "Hmm.",
      "text_native": "Hmm."
    },
    {
      "ucid": "21112178834472231",
      "idx": 11,
      "speaker": "customer",
      "start_s": 13.8,
      "end_s": 15.0,
      "text_en": "Not interested my dear.",
      "text_native": "Not interested my dear."
    },
    {
      "ucid": "21112178834472231",
      "idx": 12,
      "speaker": "agent",
      "start_s": 15.3,
      "end_s": 16.0,
      "text_en": "Why sir, reason?",
      "text_native": "Why sir, reason?"
    },
    {
      "ucid": "21112178834472231",
      "idx": 13,
      "speaker": "customer",
      "start_s": 16.0,
      "end_s": 18.5,
      "text_en": "I'm not interested. Short and sweet.",
      "text_native": "I'm not interested. Short and sweet."
    },
    {
      "ucid": "21112178834472231",
      "idx": 14,
      "speaker": "agent",
      "start_s": 18.5,
      "end_s": 20.5,
      "text_en": "No, please tell me the reason, I mean why, I mean",
      "text_native": "Nahi, bata dijiye na reason matlab kyon matlab"
    },
    {
      "ucid": "21112178834472231",
      "idx": 15,
      "speaker": "customer",
      "start_s": 20.5,
      "end_s": 22.5,
      "text_en": "No, the products are not of my interest.",
      "text_native": "Nahi, the products are not of my interest."
    },
    {
      "ucid": "21112178834472231",
      "idx": 16,
      "speaker": "agent",
      "start_s": 22.5,
      "end_s": 23.2,
      "text_en": "Okay, okay, okay.",
      "text_native": "Okay, okay, okay."
    },
    {
      "ucid": "21112178834472231",
      "idx": 17,
      "speaker": "customer",
      "start_s": 23.2,
      "end_s": 24.2,
      "text_en": "Okay, wasting time.",
      "text_native": "Okay, wasting time."
    }
  ],
  "steps": [
    {
      "ucid": "21112178834472231",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call began with the customer's confusion, and the agent only identified himself before the customer shut down the call."
    },
    {
      "ucid": "21112178834472231",
      "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 immediately stated they were not interested, preventing any discovery questions."
    },
    {
      "ucid": "21112178834472231",
      "step_id": "NR3",
      "step_name": "Full discovery (8 Qs)",
      "weight": 3.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "The call ended before any discovery questions could be asked."
    },
    {
      "ucid": "21112178834472231",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call was too short for the agent to explain the platform."
    },
    {
      "ucid": "21112178834472231",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The customer terminated the call before the agent could ask about requirements."
    },
    {
      "ucid": "21112178834472231",
      "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 abruptly with a customer brush-off, with no next step agreed."
    }
  ],
  "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": [
    "rejection"
  ]
}