{
  "ucid": "21112178834622851",
  "call_date": "2026-09-02",
  "start_time": "2026-09-02 16:20:28",
  "end_time": "2026-09-02 16:21:41",
  "duration_sec": 73,
  "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/DIA434768a9754e61fd5b82905c07e70ff5.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 1225,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "/data/audio/21112178834622851__DIA434768a9754e61fd5b82905c07e70ff5.mp3",
  "audio_bytes": 155736,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-11 12:19:54.357907+00",
  "audio_secs": 51.912,
  "source_file": "Sep1-10>40s.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: Hello   (हॅलो)\n[1s] AGENT: Hello   (हॅलो)\n[2s] CUSTOMER: Yes   (जी)\n[2s] AGENT: Uh sir, this is Kartik, I was calling from JSW One.   (अ सर कार्तिक मैं बात कर रहा था JSW One से)\n[5s] CUSTOMER: Yes yes, tell me.   (जी जी बताइए)\n[6s] AGENT: Uh sir, in this AKMG Enterprises, do you have a requirement for steel etc.?   (अ सर ये AKMG Enterprises में steel वगेरा का requirement होता है आपको?)\n[9s] CUSTOMER: Uh no, actually Kartik ji, I had just logged in on it, on your application.   (अ नहीं actually कार्तिक जी मैंने just उसपे login करा था आपके application पे)\n[13s] AGENT: Yes.   (हांजी)\n[13s] CUSTOMER: I was just checking out, meaning what all things, meaning options etc.   (मैं बस just check out कर रहा था मतलब क्या क्या चीजें मतलब options वगेरा)\n[16s] AGENT: Hmm hmm hmm hmm, okay okay.   (हम्म हम्म हम्म हम्म अच्छा अच्छा)\n[17s] CUSTOMER: So there was no, like, serious purpose for downloading that app.   (तो ऐसा मतलब कोई serious purpose नहीं था उस app को download करने का)\n[20s] AGENT: Okay okay.   (अच्छा अच्छा)\n[20s] CUSTOMER: Yes, otherwise I have probably uninstalled it now.   (हां बाकी अभी तो मैंने शायद uninstall भी कर दिया उसे)\n[23s] CUSTOMER: So meaning, I was just checking that out and there was nothing else in it.   (तो मतलब वो just मैं check out कर रहा था और कुछ नहीं था उसमें)\n[27s] AGENT: Okay okay, meaning you don't have a regular requirement as such in your steel industry, right?   (Okay okay मतलब आपका ऐसे regular requirement नहीं है कुछ अपना steel industry में है ना?)\n[30s] CUSTOMER: Yes.   (जी)\n[31s] AGENT: Okay, okay okay.   (अच्छा okay okay)\n[32s] CUSTOMER: Okay.   (Okay)\n[32s] AGENT: Thank you.   (Thank you)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 19,
  "connected": 1,
  "audio_notes": "clear: There is a slight echo on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "19 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 they were 'just browsing,' you must try to handle that objection instead of immediately 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 contacted a new registrant who immediately stated they were only browsing the app with no serious purpose and had no requirement. The agent accepted this objection without attempting to handle it, confirmed the customer had no regular need for steel, and ended the call. No information was gathered and no next steps were established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome or position himself as a helper; he went directly into a requirement question.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No profile verification questions were asked before the customer ended the conversation.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not get an opportunity to explain the platform's value propositions.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"While the agent asked about a requirement, he did not attempt to schedule a specific callback when the customer said no.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call was closed with a simple 'thank you' and did not achieve any of the required outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says they were 'just browsing,' you must try to handle that objection instead of immediately 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 was just checking out, meaning what all things, meaning options etc... So there was no, like, serious purpose for downloading that app.\", \"response\": \"Okay okay मतलब आपका ऐसे regular requirement नहीं है कुछ अपना steel industry में है ना?\"}], \"call_summary\": \"The agent contacted a new registrant who immediately stated they were only browsing the app with no serious purpose and had no requirement. The agent accepted this objection without attempting to handle it, confirmed the customer had no regular need for steel, and ended the call. No information was gathered and no next steps were established.\"}",
  "error": null,
  "latency_ms": 32479,
  "input_tokens": 3135,
  "output_tokens": 762,
  "created_at": "2026-09-25 11:47:52",
  "sentiment": "positive",
  "sentiment_score": 0.273,
  "sentiment_confidence": "high",
  "pos": 3,
  "neg": 0,
  "lex_hits": 5,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.408,
  "agent_talk_sec": 11.7,
  "customer_talk_sec": 17.0,
  "dead_air_sec": 44.3,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 287.2,
  "interruptions": 0,
  "agent_turns": 9,
  "customer_turns": 10,
  "discovery_qs": 2,
  "words_agent": 56,
  "words_customer": 69,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178834622851",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.17,
      "end_s": 0.63,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178834622851",
      "idx": 1,
      "speaker": "agent",
      "start_s": 0.97,
      "end_s": 1.33,
      "text_en": "Hello",
      "text_native": "हॅलो"
    },
    {
      "ucid": "21112178834622851",
      "idx": 2,
      "speaker": "customer",
      "start_s": 1.6,
      "end_s": 1.86,
      "text_en": "Yes",
      "text_native": "जी"
    },
    {
      "ucid": "21112178834622851",
      "idx": 3,
      "speaker": "agent",
      "start_s": 2.2,
      "end_s": 4.5,
      "text_en": "Uh sir, this is Kartik, I was calling from JSW One.",
      "text_native": "अ सर कार्तिक मैं बात कर रहा था JSW One से"
    },
    {
      "ucid": "21112178834622851",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.83,
      "end_s": 5.54,
      "text_en": "Yes yes, tell me.",
      "text_native": "जी जी बताइए"
    },
    {
      "ucid": "21112178834622851",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.7,
      "end_s": 8.54,
      "text_en": "Uh sir, in this AKMG Enterprises, do you have a requirement for steel etc.?",
      "text_native": "अ सर ये AKMG Enterprises में steel वगेरा का requirement होता है आपको?"
    },
    {
      "ucid": "21112178834622851",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.86,
      "end_s": 12.5,
      "text_en": "Uh no, actually Kartik ji, I had just logged in on it, on your application.",
      "text_native": "अ नहीं actually कार्तिक जी मैंने just उसपे login करा था आपके application पे"
    },
    {
      "ucid": "21112178834622851",
      "idx": 7,
      "speaker": "agent",
      "start_s": 12.6,
      "end_s": 12.96,
      "text_en": "Yes.",
      "text_native": "हांजी"
    },
    {
      "ucid": "21112178834622851",
      "idx": 8,
      "speaker": "customer",
      "start_s": 13.0,
      "end_s": 15.84,
      "text_en": "I was just checking out, meaning what all things, meaning options etc.",
      "text_native": "मैं बस just check out कर रहा था मतलब क्या क्या चीजें मतलब options वगेरा"
    },
    {
      "ucid": "21112178834622851",
      "idx": 9,
      "speaker": "agent",
      "start_s": 15.9,
      "end_s": 17.0,
      "text_en": "Hmm hmm hmm hmm, okay okay.",
      "text_native": "हम्म हम्म हम्म हम्म अच्छा अच्छा"
    },
    {
      "ucid": "21112178834622851",
      "idx": 10,
      "speaker": "customer",
      "start_s": 17.0,
      "end_s": 19.5,
      "text_en": "So there was no, like, serious purpose for downloading that app.",
      "text_native": "तो ऐसा मतलब कोई serious purpose नहीं था उस app को download करने का"
    },
    {
      "ucid": "21112178834622851",
      "idx": 11,
      "speaker": "agent",
      "start_s": 19.6,
      "end_s": 20.0,
      "text_en": "Okay okay.",
      "text_native": "अच्छा अच्छा"
    },
    {
      "ucid": "21112178834622851",
      "idx": 12,
      "speaker": "customer",
      "start_s": 20.3,
      "end_s": 22.5,
      "text_en": "Yes, otherwise I have probably uninstalled it now.",
      "text_native": "हां बाकी अभी तो मैंने शायद uninstall भी कर दिया उसे"
    },
    {
      "ucid": "21112178834622851",
      "idx": 13,
      "speaker": "customer",
      "start_s": 22.9,
      "end_s": 26.5,
      "text_en": "So meaning, I was just checking that out and there was nothing else in it.",
      "text_native": "तो मतलब वो just मैं check out कर रहा था और कुछ नहीं था उसमें"
    },
    {
      "ucid": "21112178834622851",
      "idx": 14,
      "speaker": "agent",
      "start_s": 26.8,
      "end_s": 30.0,
      "text_en": "Okay okay, meaning you don't have a regular requirement as such in your steel industry, right?",
      "text_native": "Okay okay मतलब आपका ऐसे regular requirement नहीं है कुछ अपना steel industry में है ना?"
    },
    {
      "ucid": "21112178834622851",
      "idx": 15,
      "speaker": "customer",
      "start_s": 30.2,
      "end_s": 30.6,
      "text_en": "Yes.",
      "text_native": "जी"
    },
    {
      "ucid": "21112178834622851",
      "idx": 16,
      "speaker": "agent",
      "start_s": 30.8,
      "end_s": 31.5,
      "text_en": "Okay, okay okay.",
      "text_native": "अच्छा okay okay"
    },
    {
      "ucid": "21112178834622851",
      "idx": 17,
      "speaker": "customer",
      "start_s": 31.8,
      "end_s": 32.2,
      "text_en": "Okay.",
      "text_native": "Okay"
    },
    {
      "ucid": "21112178834622851",
      "idx": 18,
      "speaker": "agent",
      "start_s": 32.5,
      "end_s": 32.9,
      "text_en": "Thank you.",
      "text_native": "Thank you"
    }
  ],
  "steps": [
    {
      "ucid": "21112178834622851",
      "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 himself as a helper; he went directly into a requirement question."
    },
    {
      "ucid": "21112178834622851",
      "step_id": "NR2",
      "step_name": "Verify basic profile (4 Qs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "No profile verification questions were asked before the customer ended the conversation."
    },
    {
      "ucid": "21112178834622851",
      "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 before any discovery questions could be asked."
    },
    {
      "ucid": "21112178834622851",
      "step_id": "NR4",
      "step_name": "Platform education",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The agent did not get an opportunity to explain the platform's value propositions."
    },
    {
      "ucid": "21112178834622851",
      "step_id": "NR5",
      "step_name": "First opportunity identified",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "While the agent asked about a requirement, he did not attempt to schedule a specific callback when the customer said no."
    },
    {
      "ucid": "21112178834622851",
      "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 was closed with a simple 'thank you' and did not achieve any of the required outcomes."
    }
  ],
  "objections": [
    {
      "ucid": "21112178834622851",
      "obj_type": "just_registered_to_check",
      "state": "mishandled",
      "evidence": "I was just checking out, meaning what all things, meaning options etc... So there was no, like, serious purpose for downloading that app.",
      "response": "Okay okay मतलब आपका ऐसे regular requirement नहीं है कुछ अपना steel industry में है ना?"
    }
  ],
  "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": []
}