{
  "ucid": "21112178834500661",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:00:06",
  "end_time": "2026-09-02 16:00:52",
  "duration_sec": 46,
  "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26",
  "disposition": "General Enquiry",
  "agent": "Kartikey Chauhan",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA02d503bc94c35114a10316613a87de11.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1238,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834500661__DIA02d503bc94c35114a10316613a87de11.mp3",
  "audio_bytes": 78408,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 26.136,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हेलो)\n[1s] AGENT: Hello   (हेलो)\n[2s] CUSTOMER: Yes, speak.   (जी बोलिए)\n[2s] AGENT: Uh sir, Kartikey was speaking from JSW One.   (अह सर कार्तिकेय बात कर रहा था JSW One से।)\n[5s] CUSTOMER: Yes, speak.   (जी बोलिए।)\n[6s] AGENT: Uh sir, this Balaji Agency that is registered under you, do you have a requirement for steel etc. in it?   (अह सर ये बालाजी एजेंसी आपका ये जो रजिस्टर्ड है, इसमें स्टील वगेरा का requirement होता है आपको?)\n[10s] CUSTOMER: Yes, absolutely there is, but right now I am driving, I will talk to you tomorrow.   (हां बिलकुल है, बाकी अभी मैं drive कर रहा हूं, आपसे करता हूं कल बात।)\n[13s] AGENT: Okay.   (अच्छा।)\n[14s] AGENT: You have it, right?   (है ना आपको?)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 9,
  "connected": 1,
  "audio_notes": "clear: There is some minor background noise but it does not affect transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "9 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": 1.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"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 busy and asks for a callback, you must take control and schedule a specific time. Instead of just 'Okay,' suggest a time yourself, like 'Sure, is 11 AM tomorrow a good time to connect?' This turns a vague promise into a concrete appointment.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "trader",
  "mfg_flag": 1,
  "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": 1,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The agent introduced himself and asked if the customer (Balaji Agency) has a steel requirement. The customer confirmed they do but stated they were driving and would talk tomorrow. The agent did not schedule a specific time for the follow-up call and the conversation ended.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh sir, Kartikey was speaking from JSW One.\", \"comment\": \"The agent provided a standard, non-pushy opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only asked about requirement, but the customer deflected before any other profile questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was cut short by the customer before discovery could begin.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended before this step could be reached.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked about a requirement, he failed to schedule a specific callback date/time when the customer deferred.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a confirmed next step; the agent did not lock in a specific time for the 'tomorrow' callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer is busy and asks for a callback, you must take control and schedule a specific time. Instead of just 'Okay,' suggest a time yourself, like 'Sure, is 11 AM tomorrow a good time to connect?' This turns a vague promise into a concrete appointment.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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 asked if the customer (Balaji Agency) has a steel requirement. The customer confirmed they do but stated they were driving and would talk tomorrow. The agent did not schedule a specific time for the follow-up call and the conversation ended.\"}",
  "error": null,
  "latency_ms": 30939,
  "input_tokens": 2845,
  "output_tokens": 700,
  "created_at": "2026-09-25 11:48:31",
  "sentiment": "positive",
  "sentiment_score": 0.4,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 0,
  "lex_hits": 1,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.615,
  "agent_talk_sec": 7.2,
  "customer_talk_sec": 4.5,
  "dead_air_sec": 34.3,
  "longest_monologue_sec": 4.0,
  "agent_wpm": 283.3,
  "interruptions": 0,
  "agent_turns": 5,
  "customer_turns": 4,
  "discovery_qs": 2,
  "words_agent": 34,
  "words_customer": 21,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834500661",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.38,
      "end_s": 0.88,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178834500661",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.0,
      "end_s": 1.4,
      "text_en": "Hello",
      "text_native": "हेलो"
    },
    {
      "ucid": "21112178834500661",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.67,
      "end_s": 2.17,
      "text_en": "Yes, speak.",
      "text_native": "जी बोलिए"
    },
    {
      "ucid": "21112178834500661",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.3,
      "end_s": 4.18,
      "text_en": "Uh sir, Kartikey was speaking from JSW One.",
      "text_native": "अह सर कार्तिकेय बात कर रहा था JSW One से।"
    },
    {
      "ucid": "21112178834500661",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.97,
      "end_s": 5.87,
      "text_en": "Yes, speak.",
      "text_native": "जी बोलिए।"
    },
    {
      "ucid": "21112178834500661",
      "idx": 5,
      "speaker": "agent",
      "start_s": 6.1,
      "end_s": 10.1,
      "text_en": "Uh sir, this Balaji Agency that is registered under you, do you have a requirement for steel etc. in it?",
      "text_native": "अह सर ये बालाजी एजेंसी आपका ये जो रजिस्टर्ड है, इसमें स्टील वगेरा का requirement होता है आपको?"
    },
    {
      "ucid": "21112178834500661",
      "idx": 6,
      "speaker": "customer",
      "start_s": 10.5,
      "end_s": 13.1,
      "text_en": "Yes, absolutely there is, but right now I am driving, I will talk to you tomorrow.",
      "text_native": "हां बिलकुल है, बाकी अभी मैं drive कर रहा हूं, आपसे करता हूं कल बात।"
    },
    {
      "ucid": "21112178834500661",
      "idx": 7,
      "speaker": "agent",
      "start_s": 13.2,
      "end_s": 13.6,
      "text_en": "Okay.",
      "text_native": "अच्छा।"
    },
    {
      "ucid": "21112178834500661",
      "idx": 8,
      "speaker": "agent",
      "start_s": 13.8,
      "end_s": 14.3,
      "text_en": "You have it, right?",
      "text_native": "है ना आपको?"
    }
  ],
  "steps": [
    {
      "ucid": "21112178834500661",
      "step_id": "NR1",
      "step_name": "Warm welcome opener",
      "weight": 1.0,
      "result": "pass",
      "earned": 1.0,
      "questions_hit": null,
      "evidence": "Uh sir, Kartikey was speaking from JSW One.",
      "comment": "The agent provided a standard, non-pushy opening."
    },
    {
      "ucid": "21112178834500661",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 1,
      "evidence": "",
      "comment": "The agent only asked about requirement, but the customer deflected before any other profile questions could be asked."
    },
    {
      "ucid": "21112178834500661",
      "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 cut short by the customer before discovery could begin."
    },
    {
      "ucid": "21112178834500661",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended before this step could be reached."
    },
    {
      "ucid": "21112178834500661",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Although the agent asked about a requirement, he failed to schedule a specific callback date/time when the customer deferred."
    },
    {
      "ucid": "21112178834500661",
      "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 confirmed next step; the agent did not lock in a specific time for the 'tomorrow' callback."
    }
  ],
  "objections": [],
  "missed_steps": [
    "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": []
}